
Customer Support Lead/Manager
1 week ago
About Our Job:
We are dedicated to delivering exceptional support experiences. As a Customer Support Lead, you will play a crucial role in maintaining the app's positive reputation and ensuring user satisfaction.
Key Responsibilities
- Lead, train, and mentor the customer support team to ensure high performance.
- Review Management: Monitor and respond to user reviews on various platforms to maintain a positive public image and app rating.
- User Support: Handle incoming user inquiries, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.
- Escalation Management: Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.
- Communication: Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.
Qualifications
- Excellent written communication skills with the ability to adapt tone and style based on the audience.
- Strong problem-solving abilities and attention to detail to ensure accurate and effective issue resolution.
- Ability to prioritize and escalate urgent matters appropriately.
- Customer-focused mindset with a commitment to delivering a positive user experience.
- Familiarity with mobile apps and basic troubleshooting processes is a plus.
Job Requirements
- 4-5 years of experience in customer support, with at least 2.5 years in a leadership role.
- Effective time management and organization skills.
- Strong analytical and critical thinking skills.
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