Support Manager job description
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What does a Support Manager do?
The Support Manager ensures efficient operation of customer service teams, enhancing customer satisfaction through effective management and strategic support initiatives. This role is vital in maintaining high service standards and achieving customer loyalty by addressing inquiries and resolving issues swiftly.
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What are the Key Responsibilities of Support Manager
- Oversee daily operations of the support team.
- Develop and implement customer service policies and procedures.
- Monitor team performance to ensure service levels are met.
- Conduct regular training sessions to enhance support skills.
- Handle complex customer inquiries and escalations.
- Collaborate with other departments to improve service delivery.
- Analyze support metrics and present reports.
- Encourage a team environment of open communication and feedback.
- Identify areas of improvement in service processes.
What are the Skills and Requirements for a Support Manager?
- Excellent communication and leadership skills.
- Proficiency in customer service software and databases.
- Strong analytical and problem-solving skills.
- Ability to handle stressful situations and manage conflict.
- Effective time management and organizational skills.
- Teamwork and collaboration abilities.
What are the KPIs to track for Support Manager?
The Support Manager's performance is evaluated through customer satisfaction scores, resolution times, and team efficiency metrics, ensuring that all inquiries are handled promptly and effectively.
Customer Satisfaction
Achievement of high customer feedback ratings.
Resolution Time
Reduction in average issue resolution time.
Team Efficiency
Increase in the number of queries handled per team member.
Reports to
Customer Operations Director
Collaborates with
Product Development, Sales, and IT Teams
Leads
Customer Support Representatives
Are any specific tools or software required for the Support Manager role?
- Zendesk
- Salesforce Service Cloud
- Freshdesk
- Microsoft Teams
What is the qualification of Support Manager?
Bachelor's degree in Business Administration or related field, with 3-5 years of experience leading customer support teams.
