Manager, Customer Support Job Description
Manager, customer support
provides assistance concerning the use of computer hardware and software, including printing, installation, office applications, e-mail, and operating systems.
Manager, Customer Support Duties & Responsibilities
To write an effective manager, customer support job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer support job description templates that you can modify and use.
Sample responsibilities for this position include:
Manage all aspects of the 2nd line support across geographical locations, ensuring an overall high level of customer satisfaction on an ongoing basis
Manage vendor relationships effectively (principally IBM) to ensure that services provided are delivering expected business value
Ensure service levels for customers are met, identifies opportunities for improvements and act as escalation point for both the business and GapTech NA
Act as Incident Manager for high impact incidents, considering the business impact, communication and escalation if required
Own and drive all customer excellence initiatives
Ensure appropriate incident and problem management capability is maintained to support the customer 24x7 with an absolute focus on service restoration in the event of a business affecting outage
Ensure appropriate change controls are in place and monitored for every in-scope infrastructure & application change to protect the IT technical environment against unauthorized changes
Ensure all internal team members have goals and development objectives, including specific training plans
Motivate and inspire the team to deliver their objectives successfully, whilst demonstrating leadership to the team and others, effectively influencing key stakeholders to facilitate the work of the team
Conduct regular one-to-one meetings with team members to drive performance
Manager, Customer Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Manager, Customer Support
List any licenses or certifications required by the position: ITIL, PMP, ERP, PMI, MCP, CS, JAVA, CONDO, QA
Education for Manager, Customer Support
Typically a job would require a certain level of education.
Employers hiring for the manager, customer support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Engineering, Management, Education, Technical, Computer Science, Communication, Leadership, Business/Management, Marketing
Skills for Manager, Customer Support
Desired skills for manager, customer support include:
Customer support processes
E-Commerce
Bally software applications
MS Office
Restorative and Surgical Implant Dentistry
Storage
Storage industry
Tools
Collections
Hardware
Desired experience for manager, customer support includes:
Develop strong and trusting relationships with business and International counterparts at many levels of the organization
Take ownership of the continuous improvement plan focusing on customer feedback and business value
Chair service review meetings ensuring service level agreements and continues improvement action plans are delivering value
Create and produce reports to address service performance over agreed periods and to agreed formats
Review and resolve complex business issues
Add case resolution to Knowledge Management System (KMS)
Manager, Customer Support Examples
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Manager, Customer Support Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of manager, customer support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, customer support
- Coordinating and communicating with all internal and external parties on those problems and issues
- Managing the escalation process of all issues that require management awareness and/or assistance that may include action plans for resolution, communication with customers and ensuring that established processes are followed
- Managing the change order process for any changes to the Master Agreement, providing customers with monthly reports on performance and alarms
- Working with the NOC and SSC to gather and create site specific customer information to ensure Managed Services has accurate and complete information to successfully monitor and manage customer systems
- Triage customer's problems and find solutions
- Analyze user trends, data and statistics - compilation of all monthly aggregate operational reporting
- Growth and development of our people
- Direct the premier account customer support team to effectively respond to and resolve issues/requests in a timely manner to lead to improved customer satisfaction
- Ensure the team effectively communicates, implements and interprets customer service policies and procedures
- Adhere to and report on established SLAs for the Service Support organization
Qualifications for manager, customer support
- Performance management of large teams, creating and implementing policy, mentoring and coaching, stakeholder manager and communications about high visibility and time sensitive issues
- Thrive on change and operate flexibly
- Always willing to roll up your sleeves and tackle something hands-on
- Strong management skills in managing multiple agency and direct reports with little supervision
- Advanced analytic skills and experience processing data into actionable information for dealer and field consumption
- Ability to navigate a critical path using own strategic thinking, judgment, innovation and ingenuity, without appreciable direction
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Manager, Customer Support Job Description
Job Description Example
Our growing company is hiring for a manager, customer support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, customer support
- Ensure they have the tools and training to succeed while managing their productivity and quality delivery
- Ensure Always On 100% operational excellence every hour of every day
- Work with global cross functional teams to understand current and future PX staffing needs
- Identify and execute system/process enhancements to improve operational productivity and efficiency
- Create and execute staffing plan to hire all Customer Support Associates
- Collaborate with the Training team in creating and managing onboarding and training processes for all new hires
- Develop and lead strategic Customer Support initiatives to better service customers
- Resolve complex or unusual business problems across functional teams
- Guide Customer Support Leads in providing coaching and mentoring support for front-line Customer Support staff
- Participate as an active member of the local Senior Leadership team
Qualifications for manager, customer support
- Demonstrates a sound knowledge across a range of (generally, related) discipline areas
- Must have experience leading a customer support team working directly with external customers
- 6+ years cumulative experience in software, professional services, software development & support
- Teamwork – candidates will need to be strong team players, who support their colleagues and share their skills
- Excellent analytical troubleshooting skills and ability to own problems through to resolution being able to analyse statistical data
- Excellent documentation and PowerPoint presentation skills
3
Manager, Customer Support Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of manager, customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer support
- Reporting metrics and case management updates to executive and account teams
- Coordinating appropriate resources to achieve resolution for our larger Accounts
- Act as a Point of Contact (POC) for questions or difficulties that arise related to the contract, interfacing with the CO, COTR, and Government leadership on a daily basis
- Direct and manage customer support employees, maintaining full compliance with all required policy, regulations and directives
- Manage a customer service center, administrative personnel and conference room management activities as required for an effective, customer friendly and responsive organization
- Research, recommend and present potential innovations for customer services, including new products, methods, and services that can effectively be implemented into the program
- Act as escalation point for customer issue resolution
- Cordinate all Customer Satisfaction Issues (Technical or Business)
- Manages and motivates a team of technical support representatives to deliver a differentiated customer experience
- Manages critical and high impact escalated issues in such a manner as to ensure no breakdowns in the communication or scope of the issue
Qualifications for manager, customer support
- A solid working knowledge of Microsoft applications, (Word, Excel, PowerPoint), demonstrated comfort level with other computer applications is required
- Ensure that our customer support team is laser focused on hitting and exceeding important metrics related to client satisfaction
- Effectively work with all partners, peers and levels of management in the company
- 2-5 years freemium game experience preferred
- Ability to conceptualize, plan, manage, and support network environments
- Knowledge of / experience from a related industry desired (food, beverage, pharmaceutical, chemical)
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Manager, Customer Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of manager, customer support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, customer support
- Assist in development and delivery of any Escalation Mgmt
- Manage, nurture, recruit, and develop the support team
- Coordinate with other Support Managers to support service levels and customer experience
- Lead in process definition and evolution
- Represent Support and act as customer advocate in cross-functional groups
- Facilitate effective problem solving
- Manage customer dissatisfaction issues and proactively seek ways to improve customer satisfaction
- Know our customers, inside and out
- Regularly report critical Support metrics and KPIs
- Maintain a highly enjoyable working environment
Qualifications for manager, customer support
- Document business and data requirements, Fact – finding and analysis of business workflows, system requirements, SOW, VOS
- Ability to thrive and excel in a fast paced high growth environment required
- Experience with SaaS cloud delivery
- Leadership experience in a professional services organization, focused on the planning and management of software implementation for customers preferred
- Strong drive, initiative and engagement to achieve ambitious sales targets
- Ability to organize events to continuously improve shipper relationship via workshop, destination visit and meeting with local Damco teams
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Manager, Customer Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, customer support. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer support
- Develops and maintains methods, processes, tools, and best practices for the service in coordination with peer and senior management
- Maintain ownership over global programs for the Support leadership team
- Provide thought leadership and ownership of the self-help roadmap, along with strategic direction for continuous improvements in-year that drive NPS
- Lead and inspire x-functional teams to balance quality output with speed to market (consumer product, process improvement, digital optimization, marketing and non-digital channel teams)
- Leverage insights from customers (open-ended feedback, usability research ), quantitative data and competitor best practices to inform strategic and/or tactical plans
- Brainstorm tactics and prioritize based on complexity, maintaining backlog of costly tactics for 2017-2018 roadmap
- Raise stories in JIRA for UXD, Development and QA, clearly articulating scope and acceptance criteria, including requirements for analytics tracking
- Collaborate with UXD on wireframes and mock ups that improve customer experience
- Collaborate with search team to optimize SEO and on-site search via keywords and taxonomy tags
- Edit content from technical writers to validate logical flow, comprehension and cross linking to other digital destinations and/or contact channels
Qualifications for manager, customer support
- Ensure effective training of the customer support team against the requirements and processes in the CS operations manual
- Follow the complaints and escalated complaints procedure
- Ensure data is being pulled and recorded correctly in COINS for all customer issues and KPIs
- Ensure that Health and Safety for CSO’s and CRM’s is followed and site regulations are adhered to
- Experienced and conversant in SLAs and ticket severities
- Diligent in generating and interpreting support metrics, and suggesting process improvements based on data