Support Manager
Must-have:E-CommerceLead
Position Overview We are looking for a Support Manager to lead the customer support team and ensure excellent service delivery. This role is responsible for team performance, customer satisfaction, and continuous improvement of support operations.
Key Responsibilities
- Lead, coach, and develop the Customer Support team.
- Monitor daily support activities and ensure SLA targets are met.
- Handle customer escalations and resolve complex issues.
- Track support performance and prepare regular reports.
- Improve support processes, SOPs, and knowledge base content.
- Work closely with Product, Engineering, and Operations teams.
- Ensure a high level of customer satisfaction and service quality.
Requirements
- Bachelor's degree in any related field.
- Minimum 3-5 years of experience in Customer Support, Customer Service, or Technical Support.
- Minimum 2 years of experience leading a team.
- Experience using ticketing systems such as Zendesk, Freshdesk, or Jira.
- Strong communication, leadership, and problem-solving skills.
- Ability to analyze support data and performance metrics.
- Good command of English, both written and spoken.
Preferred Qualifications
- Experience in a technology, SaaS, travel-tech, or e-commerce company.
- Knowledge of SLA management and customer service best practices.
- ITIL or customer service certification is an advantage.
Skills: Teamwork, Project Management, Microsoft Word, Microsoft Excel, Team Management, Customer Service, Microsoft Office, Administration, Leadership, Strategic Planning