Xpetize - Manager - Customer Support

Job Description:

Duties and Responsibilities:

- 2+ years of proven experience in a customer support management role, preferably within the software or technology industry.

- Oversee the Ticket Management System, ensuring accurate and timely ticket resolution.

- Meet ticket SLAs as agreed upon with customers and internal stakeholders.

- Monitor productivity and efficiency metrics to drive operational excellence.

- Conduct root cause analysis on escalated issues and implement corrective actions.

- Maintain a high level of customer satisfaction by delivering exceptional support services.

- Achieve high CSAT scores and KPIs set for key performance areas.

- Build and nurture strong relationships with clients through regular communication and proactive support initiatives.

- Represent the company at customer meetings, addressing concerns and driving solutions.

- Lead, mentor, and develop a team of customer support representatives.

- Recruit, hire, and retain top talent to build a high-performing support team.

- Create and maintain a positive and motivating work environment conducive to employee growth and development.

- Roster and schedule team members to ensure 24x7 coverage and optimal resource allocation.

- Implement skilling and development programs for the support team.

- Conduct regular performance reviews, provide constructive feedback, and facilitate on-going training sessions.

- Foster a culture of continuous learning and improvement within the team.

- Work closely with the Development, Implementation, and QA teams to ensure smooth product releases and upgrades.

- Manage the delivery of fixes and updates to clients, ensuring timely implementation and testing.

- Collaborate with cross-functional teams to address customer issues and drive product improvements.

Skills Required:

- Strong leadership and people management skills with the ability to inspire and motivate teams.

- Excellent communication and interpersonal skills, with a customer-centric approach.

- Proficiency in using Ticket Management Systems and other support tools.

- Experience in delivering customer training and conducting performance evaluations.

- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

- Strong problem-solving abilities and a proactive attitude toward issue resolution.

- Familiarity with travel industry operations and software solutions is a plus.