About the Role:

Our client, a rapidly growing US-based retail brand, is seeking a dedicated and dynamic Customer Support Manager to join their team. This is a fantastic opportunity for a passionate individual to make a significant impact by managing and enhancing customer support operations for their online store.

Key Responsibilities:

• Assist in managing daily customer support operations to ensure smooth and efficient service
• Handle customer inquiries via email, chat, and phone, providing timely and effective resolutions.
• Monitor and respond to customer feedback and reviews, maintaining a positive brand image.
• Maintain comprehensive customer support documentation and resources for team use.
• Track and report on customer support metrics, identifying trends and areas for improvement.
• Coordinate with other departments to resolve customer issues promptly and effectively.
• Help train and onboard new customer support representatives, fostering a team-oriented environment.
• Ensure customer support tools and systems are up to date and fully functional.
• Identify areas for process improvement and implement strategies to enhance support efficiency.
• Provide exceptional service to enhance customer satisfaction and loyalty.

Qualifications:

• Proven experience in a customer support management role, preferably in an e-commerce or retail environment.
• Strong communication skills, both written and verbal.
• Excellent problem-solving abilities and attention to detail.
• Proficient in using customer support tools and CRM software.
• Ability to multitask and manage priorities in a fast-paced setting
• Team-oriented mindset with the ability to train and motivate staff.
• Passion for delivering outstanding customer service and improving customer experiences.

Why Join Them? 

• Opportunity to work with a dynamic and innovative team
• Flexible work environment with a focus on work-life balance.
• Chance to contribute to a growing brand and make a tangible impact.

If you're ready to lead a team dedicated to providing world-class customer support and drive improvements in processes, we want to hear from you. Apply now and help take our client's customer experience to the next level!