About the role
- Lead and manage a team of customer support staff, providing guidance and support.
- Handle complex customer inquiries and provide expert-level solutions.
- Ensure timely and accurate responses to customer emails and chat messages.
- Monitor and analyze customer feedback to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and improve overall customer experience.
- Train and mentor junior support staff, fostering a culture of continuous learning.
- Maintain and update customer support knowledge base and documentation.
- Conduct regular performance reviews and provide feedback to team members.
- Stay updated with industry trends and best practices in customer support.
- Represent the company professionally and maintain a positive brand image.
- Minimum 5 years of experience in customer support, with at least 2 years in a leadership role.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers.
- Strong problem-solving and analytical skills, with a customer-centric approach.
- Proficiency in using customer support tools and systems, including email and chat platforms.
- Ability to work independently and manage multiple tasks simultaneously.
- Experience in an international customer support environment is preferred.
- Familiarity with CLM (Contract Lifecycle Management) processes is an asset.
- Strong organizational skills and attention to detail.
- Excellent time management and the ability to meet deadlines.
- A positive and proactive attitude, with a passion for customer service.