Customer Support Manager

3 weeks ago

Lahore, Punjab, Pakistan Devsinc Full time

Devsinc is seeking an experienced Customer Support Manager who is passionate about delivering top-notch customer support, skilled in team management, and thrives in a fast-paced, startup environment.

Responsibilities:
  1. Lead and manage the customer support team to deliver exceptional service and ensure client satisfaction.
  2. Develop and refine customer support strategies, processes, and workflows to enhance the customer experience.
  3. Act as the escalation point for complex customer inquiries and ensure timely resolutions.
  4. Analyze customer service metrics and KPIs to identify trends, improve performance, and drive continuous improvement.
  5. Train, mentor, and develop the customer support team to ensure high performance and engagement.
  6. Collaborate with cross-functional teams, including Product, Sales, and Operations, to address customer feedback and needs.
  7. Maintain up-to-date documentation on support processes, FAQs, and policies.
  8. Stay informed about industry trends and customer service best practices to enhance support operations.
Minimum Requirements:
  1. 7+ years of experience in customer support, with at least 3 years in a managerial role.
  2. Proven success in a fast-paced, fast-growing, ever-changing startup environment.
  3. Fluent in English with excellent written and verbal communication skills.
  4. Strong problem-solving, decision-making, and interpersonal skills.
  5. Experience using customer support software, CRM tools, and other communication platforms.
  6. Background in the hospitality or hotel industry is a strong plus.
  7. Ability to adapt to changing priorities and manage multiple projects simultaneously.
  8. Bachelor's degree in Business, Hospitality, or a related field is preferred but not required.
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