CUSTOMER SUPPORT MANAGER


General Details

Position title: Customer Support Manager

Reports to: COO

Purpose:

The Customer Support Manager is a key leadership and operational role for Placeit. The primary focus of this role is to manage the daily operations of the Placeit Customer Support Team. This includes leading the team in a fast paced, ever changing environment, encouraging continuous improvement and focus on excellent service and experiences for our customers.


Job Description

Key Duties

Customer Support Team Operations

  • Manage daily Customer Support Team operations including service levels, customer satisfaction & productivity.

  • Oversee and lead on continuous improvement initiatives including coaching & quality reviews.

  • Lead on initiatives to increase efficiency, process automation, service quality and delivery with a long term plan for operational excellence.

  • Remain up to date with business and product changes that will affect the Customer Support team and our customers and ensure the Customer Support Team is kept up to date as well.

  • Actively look for opportunities to improve customer outcomes, team and individual performance through technology, processes and performance development

  • Develop and use reporting tools to monitor Customer Success activity, identify trends or exceptions and follow up or act as appropriate.

  • Play a key role during incidents impacting users, ensuring communication and service recovery plans are executed and details are reported appropriately

  • Act as a senior point of escalation as complex customer and team matters arise

  • Ad hoc projects and tasks as required and directed

Communication and Interaction

  • Ensure regular team meetings are run to keep the team up to date with change and offer opportunities for input and feedback

  • Develop and maintain effective team communication and engagement programs for the Customer Success team

  • Maintain and communicate regular team performance reports as required

  • Represent the team’s needs in product development projects and decisions as required

  • Ensure appropriate issues are escalated to senior management

  • Develop collaborative working arrangements with key internal stakeholders to achieve the best outcomes for the team, the business and our customers

People Management & Team Leadership

  • Provide leadership, direction, coaching, mentoring and support to your direct reports

  • Lead on best practice coaching and leadership techniques, ensuring they align with Placeit values

  • Work with Human Resources Team to develop and maintain appropriate skills maps and training initiatives for the Customer Support Team

  • Provide regular feedback to the COO to track activity, issues, successes and challenges

  • Set priorities to meet work objectives and agreed outcomes, with a high level of independence of action and initiative

  • Promote team engagement to assist in minimising staff turnover

  • Undertake regular 1:1s and conduct performance & development reviews where needed

Required Skills

  • Well-organized and excellent time management abilities

  • Proven ability to collaborate and build strong relationships with customers.

  • Exceptional oral and written communication skills and attention to detail.

  • Fluent in spoken and written English.

  • Passion for digital and new technology.

  • 3+ years experience as a Customer Service Manager.

  • Strong leadership skills.

  • Able to create and deploy Customer Service strategies.

  • Advanced experience with ticketing platforms.

  • Great communication skills.

  • High level of initiative, independence and self-management.

  • Web and digital products understanding

  • A strong team player and contributor who embraces change and is cool under pressure

  • Ability to give voice to customer needs internally

  • Experience dealing with clients via social media streams

  • Creative thinker with proven problem solving ability

  • Highly regarded interpersonal skills

  • Ability to balance business requirements and customer needs with a positive outcome for both

  • Strong and proven planning & organising skills


Q&A

What is our way of working?

We offer support through email, social networks, chat and telephone, we channel problems and "feedback" from customers to the corresponding areas.

How is a typical day?

You review the workload of current and past issues and the assignment of tickets to Agents, you review critical or escalated tickets or issues and follow up on them; you make sure your team is up to date with product information and review overall metrics for the team.

You constantly review how process can be improved and automations can make the work more efficient.

You will analyse customer support statistics to plan and develop strategies for your team.

How is the work process, from idea to final product?

Plan the day/week/month along with your team. Review critical Issues and define actions to resolve. Guidance is provided to the Agents on how to better resolve issues and keep customers happy and engaged with us.

 How can I contribute to the team? Can I contribute with my own style and knowledge?

With an excellent attitude of service, kindness, ability to communicate with customers and interest in creating a great team of customer success team members and in learning about the company. Of course you can contribute with your own style! The more varied the skills of each member of our team, the better the customer service we can provide.

What is the goal of the department?

Keep our customers happy with the services and help other areas to detect problems with the page.

Which metrics do we use to guide the department?

Response time, first contact resolution and customer satisfaction (surveys), automation, customer conversion.

Get to know your Team Lead:

You will report to the COO of the company and interact with the CEO and Product Manager. In an easy going culture but very focused on results, accountability and speed.