Manager, Customer Support

The Manager of Customer Support will oversee the day-to-day operations of the support team, ensuring customers receive timely and effective assistance. This role focuses on leading the team, optimizing workflows, and improving the overall customer experience. The ideal candidate is a hands-on manager with strong communication and problem-solving skills who enjoys coaching others and driving operational excellence. Manage and support the customer support team by providing coaching, guidance, and regular feedback. Oversee daily operations, including assigning and monitoring workloads, ensuring inquiries are handled efficiently, and maintaining service quality. Track and report on team performance using key metrics. Identify opportunities to improve processes and implement best practices to enhance team efficiency. Collaborate with peers and other departments to resolve customer issues and ensure a seamless support experience. Handle escalated customer concerns as needed, ensuring professional and effective resolutions. Support the development of training materials and ensure team members remain up to date on products, policies, and procedures. Provide feedback and insights to improve products and services based on customer interactions.