We are looking for a proactive and tech-savvy Customer Service Manager to support the Customer Service Director by managing the day-to-day operations of our Technical Support team. In this role, you will ensure smooth service delivery, effective customer issue resolution, and consistent achievement of team-level KPIs.
This is a hands-on leadership role focused on operational execution, team development, and customer engagement. You will manage agents directly, handle escalations, and play a key part in maintaining service quality and customer satisfaction.
Key Responsibilities:
* Oversee daily support operations, including ticket queues, call flows, and escalations.
* Manage and coach support agents to ensure efficient and effective resolution of customer issues.
* Handle escalations from agents and resolve complex technical issues, escalating to the Director if required.
* Track and report on team KPIs such as FCR, SLA, and CSAT.
* Conduct regular customer follow-up calls to strengthen relationships and gather feedback.
* Ensure proactive communication with customers, preferring calls over email when appropriate.
* Maintain and update knowledge base documentation and ensure agents are trained on current systems and processes.
* Support the onboarding and development of new agents.
* Coordinate with internal teams (Product, IT, Sales) to address customer needs and operational challenges.
* Assist in implementing process improvements and ensuring consistent documentation.
* Work beyond normal hours when necessary to support business-critical needs.
Required Skills and Qualifications:
* Experience in customer service or support team management within a technical environment.
* Strong understanding of help desk platforms, ticketing systems, and CRM tools.
* Hands-on technical aptitude with the ability to support troubleshooting processes.
* Excellent people management, coaching, and team development skills.
* Strong communication skills, both written and verbal.
* Highly organised, with the ability to prioritise in a fast-paced environment.
Preferred Qualifications:
* Background in supporting SaaS products
* Technical certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) are a plus.
* Familiarity with ticket lifecycle management, knowledge base development, and support automation tools.
* Leading Teams and Team Leaders