My Unisoft - Manager - Customer Support

- Team Leadership & Development: Lead, motivate, coach, and mentor a team of Customer Support Representatives to deliver outstanding service.

- Conduct regular one-on-ones, performance reviews, and identify training needs.

- Operational Management: Oversee daily support operations, ensuring optimal staffing, efficient ticket management, and adherence to service level agreements (SLAs).

- Customer Satisfaction: Implement strategies to enhance customer satisfaction (CSAT) and Net Promoter Score (NPS), continuously monitoring feedback channels and addressing customer concerns.

- Process Improvement: Identify bottlenecks and areas for improvement in support processes, workflows, and tools.

- Develop and implement solutions to increase efficiency and effectiveness.

- Issue Resolution: Act as an escalation point for complex customer issues, ensuring timely and satisfactory resolution.

- Reporting & Analytics: Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.

- Prepare and present regular reports to senior management.

- Quality Assurance: Monitor support interactions to ensure quality, consistency, and adherence to company standards.

- Cross-functional Collaboration: Work closely with product, sales, and engineering teams to resolve customer issues, provide product feedback, and contribute to overall customer success initiatives.

Required Skills & Qualifications:

- 2+ years of proven experience in a Customer Support leadership role, with a track record of improving customer satisfaction.

- Demonstrated ability to lead, coach, and develop a customer support team.

- Strong understanding of customer service principles and best practices.

- Proficiency in using customer support software and CRM systems (Zendesk, Salesforce Service Cloud, HubSpot Service Hub).

- Excellent verbal and written communication skills, with a patient and empathetic approach.

- Strong problem-solving and analytical skills, with the ability to interpret customer data and trends.

- Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment.

- Master's/Bachelor's degree in Business Administration, Communications, or a related field is preferred