Customer Support Manager
Skills
About This Role
What you'll do
As a Customer Support Manager, you will be responsible for leading the customer support team and ensuring the delivery of exceptional service across all customer touchpoints.
This role involves overseeing daily operations, resolving complex issues, implementing service strategies, and driving continuous improvement to enhance customer satisfaction and operational efficiency.
Key Responsibilities
- Lead and supervise a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee the daily operations of the support function, ensuring timely and professional handling of all customer inquiries and escalations.
- Develop and implement customer service strategies and procedures to improve customer satisfaction and service quality.
- Monitor, analyse, and report on key performance metrics, ensuring team goals and service level agreements are consistently met.
- Maintain accurate records of customer interactions, feedback, issues, and resolutions through CRM or ticketing systems.
- Collaborate cross-functionally with internal teams (e.g., product, marketing, finance, compliance, technical) to resolve customer issues efficiently.
- Identify opportunities for process improvement, automation, or training, and provide insights to management for service enhancements.
- Manage sensitive or high-risk cases, ensuring appropriate escalation and maintaining the company's professional image and reputation.
- Stay updated on product changes, policies, and compliance requirements that may affect customer interactions.
& Competencies
- Strong leadership and people management skills.
- Excellent problem-solving and conflict resolution abilities.
- Excellent understanding of trading products and tech-savvy mindset.
- Strong expertise in trading products combined with a high level of technical proficiency.
- Experience with tools such as Freshchat, Jira and ComplyCube.
- High level of emotional intelligence and customer empathy.
- Strong analytical and reporting skills, with attention to detail.
- Ability to work under pressure in a fast-paced environment.
- Excellent written and verbal communication skills in English (Arabic is a plus).
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