Gain insight into the essential qualifications, important duties, key responsibilities, and vital skills that form a well-rounded Customer Support Manager job description.
What does a Customer Support Manager do?
A customer support manager leads a team of specialists who provide technical assistance to clients. Their goal is to ensure customer satisfaction and retention, which helps improve the company's profitability.
Job Description
We are seeking a motivated and experienced customer support manager to oversee our customer support department. The manager will be responsible for establishing effective policies and procedures, setting goals, and staying updated on industry trends to train staff accordingly.
The ideal candidate will have experience in customer support, strong leadership and communication skills, and the ability to mentor and guide their team.
Job Duties and Responsibilities
- Manage the day-to-day operations of the customer support department
- Handle escalated customer support issues
- Implement processes to improve customer satisfaction
- Create and enforce customer support policies
- Keep the team informed of product updates and industry trends
- Analyze support data and prepare reports
- Hire and train new employees
- Evaluate the team's training efforts
- Conduct performance evaluations and follow company disciplinary procedures
- Manage the department budget
Requirements and Qualifications
- High school diploma or equivalent
- Previous experience as a customer support specialist, preferably in a similar environment
- Familiarity with consumer protection laws
- Prior experience in a managerial or supervisory role is a plus
- Excellent verbal, written, and interpersonal communication skills
- Strong negotiation skills and ability to remain impartial
- Ability to multitask and pay attention to detail
- Open to constructive criticism and able to use it to improve
- Alignment with the company's values
Customer Support Manager Salary
The earning potential of a Customer Support Manager can vary significantly based on factors such as geographic location, industry, professional experience, educational background, and the specific employer. On average, the annual salary for an Customer Support Manager in the United States is approximately $103095.
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