Manager, Customer Support

$100,000 - $110,000/Yr

Planet Dds - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Publishing Industries

About the position

As a Customer Support Manager at Planet DDS, you will oversee the Tier One customer support team, ensuring peak efficiency and excellent service delivery. This role is crucial for mentoring supervisors, developing support technicians, and implementing strategies to enhance service quality and customer satisfaction. You will collaborate with various departments to streamline processes and drive improvements based on customer feedback.

Responsibilities

• Provide mentorship and guidance to supervisors, helping them develop their leadership skills.
• Oversee the recruitment, training, and continuous development of support technicians.
• Develop and implement long-term strategies for the Tier One support team to improve service quality and efficiency.
• Work closely with peers to define key performance indicators (KPIs) and objectives for the Tier One support team.
• Continuously assess and optimize Tier One support processes to ensure they are efficient, scalable, and customer-centric.
• Lead initiatives to reduce response times, improve first-contact resolution rates, and enhance overall customer satisfaction.
• Work closely with Tier Two support, product development, IT, and other departments to ensure seamless escalation and resolution of customer issues.
• Ensure that customer feedback is effectively communicated to relevant teams to drive product and service improvements.
• Collaborate with other managers to align support strategies across all tiers.
• Set higher performance standards for the Tier One team and ensure that these standards are consistently met or exceeded.
• Monitor and analyze key performance metrics, using data to identify trends, areas for improvement, and training needs.
• Prepare detailed reports for leadership, highlighting the performance of the Tier One support team, challenges, successes, and strategic recommendations.
• Lead initiatives aimed at improving the overall customer experience at the Tier One level, ensuring that the team provides timely, accurate, and empathetic support.
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
• Gather and act upon in-depth customer feedback to continually refine the support process.

Requirements

• Minimum of 5-7 years of experience in customer support, with at least 5 years in a management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer support software, CRM systems, and data analysis tools.
• Strategic thinking with a focus on process optimization and efficiency.
• Ability to handle high-pressure situations and make decisions quickly.
• Strong analytical skills with experience in performance tracking and reporting.
• A deep commitment to customer satisfaction and experience improvement.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to think critically and strategically about customer support operations.
• High level of empathy, patience, and professionalism in handling customer and team interactions.