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Title
Text copied to clipboard!Support Service Manager
Description
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We are looking for a Support Service Manager who will be responsible for coordinating and managing a team of customer service specialists. Your main goal will be to ensure high levels of customer satisfaction, timely issue resolution, and continuous improvement of support processes. You will play a key role in shaping customer service strategy, implementing new tools, and training the team.
The Support Service Manager should possess excellent communication skills, analytical thinking, decision-making abilities, and effective team management capabilities. You will collaborate with other departments to ensure a comprehensive approach to customer inquiries and service quality improvement.
Key responsibilities include developing and implementing service standards, monitoring performance metrics, analyzing customer feedback, and driving improvements. Familiarity with ticketing systems, CRM platforms, and other support tools is essential.
We are looking for a candidate with experience in customer support, leadership qualities, and a drive for continuous development. If you are customer-focused, can motivate a team, and strive for excellence — we would be happy to welcome you to our team.
Responsibilities
Text copied to clipboard!- Manage the customer support team
- Develop and implement customer service standards
- Monitor quality and response times
- Analyze feedback and implement improvements
- Train and develop team members
- Work with CRM and ticketing systems
- Prepare reports and analyze KPIs
- Collaborate with other departments
- Handle escalated and complex customer issues
- Optimize support processes
Requirements
Text copied to clipboard!- At least 2 years of experience in customer support
- At least 1 year of team management experience
- Excellent communication skills
- Knowledge of CRM and support tools
- Ability to analyze data and make decisions
- Customer-oriented and stress-resistant
- Mentoring and training skills
- Higher education (preferred)
- Strong verbal and written communication
- Ability to work in a dynamic environment
Potential interview questions
Text copied to clipboard!- What is your experience in customer support?
- Have you managed a team before? How many people?
- What customer support tools have you used?
- How do you handle customer conflicts?
- What metrics do you use to evaluate team performance?
- How do you train new employees?
- How do you motivate your team?
- Have you implemented any process improvements?
- How do you collaborate with other departments?
- What achievements can you highlight from your previous role?
