Customer Support Manager

Job Brief:
We are looking for an experienced Customer Support Team Leader to provide excellent customer service and promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

What’s in it for you:

• Establishing solid relationships with clients across the globe. Personal Positioning.
• Building your professional sales career in the digital marketing and advertising industry.
• Able to demonstrate results and achievements to support your career growth.
• Possibility to maximize your monthly or frequency incomes.

Assignments and Responsibilities:

• Lead and manage a team of customer support representatives to provide exceptional phone and email support.
• Develop and implement customer support processes and procedures to improve customer satisfaction and experience.
• Train team members on customer support best practices, product knowledge, and company policies and procedures.
• Monitor customer feedback and resolve customer issues in a timely and efficient manner.
• Collaborate with cross-functional teams, including supply chain and logistics, to resolve customer issues and improve customer experience.
• Ensure customer support team members are equipped with the necessary tools and resources to provide excellent customer service.
• Analyze customer support metrics and performance to continuously improve customer satisfaction and support efficiency.
• Work with senior management to develop customer support goals and budgets, and present regular updates on team performance.
• Perform any additional tasks assigned.

Skills and Competencies:

• High level of Communication skills and Emotional Intelligence.
• Able to manage conflicts, challenges, and uncertain situations.
• Great with People (with your colleagues and clients), and a pleasant personality.
• Good in negotiation with deals and closing leads. Converting complaints into business opportunities.
• Being good with numbers of reporting, forecasting and analysis is an advantage.

Your Profile:

• Fluent in the English language (reading, writing, and speaking) with Business Acumen.
• +5 years and plus of experience in Customer Support space within eCommerce, Call Center or Selling Physical products space. Preferably within the DTC/B2C space.
• +5 years of experience in managing customer support agents, and leading a team.
• Good understanding of the supply chain, logistics, and building materials, gardening practical experience is highly preferred.
• Maintain a high level of emotional intelligence, empathy, communication skills, and managing conflicts.
• Experience in using Project Management tools such as Asana, ClickUp, etc.
• Experience in using Google Workspace products such as Gmail, Google Docs, etc.
• Able to work within the USA time zone.