Customer Support Manager

About This Role

Job Overview

We are looking for an experienced and customer-focused Customer Support Manager to lead our support team and ensure exceptional service delivery. This role is responsible for overseeing daily support operations, improving customer satisfaction, and developing strategies to enhance the overall customer experience.

Key Responsibilities

• Manage and lead the customer support team, including hiring, training, and performance evaluation
• Develop and implement customer service policies, procedures, and standards
• Monitor team performance metrics (e.g., response time, resolution rate, CSAT)
• Handle escalated customer issues and ensure timely resolution
• Analyze customer feedback and identify opportunities for service improvement
• Collaborate with product, sales, and operations teams to address customer needs
• Implement tools and systems to improve support efficiency (e.g., ticketing systems, CRM)
• Create reports and present insights to senior management
• Ensure consistent, high-quality customer interactions across all channels (email, chat, phone)
• Manage scheduling and workforce planning to maintain service levels

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field
• 5+ years of experience in customer support or customer service roles
• 2–3+ years of experience in a leadership or managerial role
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Experience with customer support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• Data-driven mindset with the ability to analyze performance metrics
• Ability to handle high-pressure situations and resolve conflicts effectively

الراتب المدفوع: QAR٢٢٬٠٠٠٫٠٠ لكل شهر

موقع العمل: بشكل شخصي