Job Details
The Client Support Manager is responsible for overseeing the client support team and ensuring exceptional service delivery to our customers. They play a pivotal role in maintaining client satisfaction, resolving issues efficiently, and identifying opportunities to enhance the overall customer experience. The ideal candidate will possess excellent communication skills, leadership abilities, and a strong commitment to customer success.
Key Responsibilities:
Leadership:
- mentor, and motivate the client support team (5 10 individuals) to deliver high-quality service.
- day-to-day administrative operations, including schedules and backup duties.
- clear performance objectives and provide regular feedback to team members.
- a positive and collaborative work environment that encourages teamwork and professional growth.
- and evaluates strategies to improve employee performance including performance improvement plans and making final determination on terminations of employment.
- with all departments to find solutions that benefit the overall organization
Client Relationship Management:
- as the primary point of contact for clients, understanding their needs and addressing concerns in a timely manner.
- and maintain strong relationships with clients, becoming a trusted advisor and advocate for their success.
Issue Resolution:
- escalated client issues, working closely with internal teams to ensure prompt resolution.
- effective problem-solving strategies to address client concerns and prevent recurrence.
- detailed records of client interactions and resolutions, maintaining a comprehensive database of support activities.
Qualifications:
- degree in business administration or a related field (preferred).
- experience in client support or customer service management, with a track record of success in a similar role.
- leadership skills with the ability to inspire and motivate team members.
- communication skills, both written and verbal, with a customer-centric approach.
- mindset with the ability to interpret data and make data-driven decisions.
- problem-solving abilities and a proactive attitude towards issue resolution.
- to thrive in a fast-paced environment and adapt to changing priorities.
Benefits:
- salary
- paid health insurance
- retirement savings plan
- time off and holidays
- for annual bonus and monthly commission