RRemoteville
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Customer Support Manager

Skills
Business ContinuityCustomer ExperienceCustomer SatisfactionCustomer Service ManagementCustomer SupportJiraKey Performance Indicators
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Expert in managing high-volume service desks.
  • Familiar with public cloud environments especially AWS.
  • Experienced in service desk software like Freshdesk and Intercom.
  • Capable in disaster recovery planning and business continuity strategies.
  • Bachelor's degree in Business IT Hospitality Management or related field.

Nice to have

  • ITIL Certification
  • AWS Certifications
  • Experience managing large teams
  • Experience with remote teams

Day to day

  • Manage and mentor a team of support agents ensuring high performance.
  • Oversee daily support operations and handle escalations.
  • Develop processes to enhance support team efficiency and effectiveness.
  • Gather and analyze customer feedback to drive improvements.
  • Monitor KPIs to ensure target achievements.
  • Maintain and update the support knowledge base.
  • Work closely with Product Sales and Marketing teams.
  • Prepare regular reports on team performance and customer feedback.