Customer Support Manager

Job Description

Duties and Responsibilities

• 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 24×7 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 towards issue resolution.
• Familiarity with travel industry operations and software solutions is a plus.

Experience Required

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

Qualifications Required

• Bachelor’s degree in Computer Science, Information Technology, or a related field.