Description

HelloTask is a customer-centric organization that prides itself on delivering exceptional support services to our valued customers. We are a fast-growing company with a passion for innovation and excellence. As a Customer Support Manager, you will play a vital role in leading our support team to provide top-notch service and ensure customer satisfaction remains at the forefront of our business. Responsibilities:   

• Manage and supervise the customer support team, including hiring, training, coaching, and conducting performance evaluations.
• Set clear performance objectives and key performance indicators (KPIs) for the support team, ensuring they align with the company's overall objectives.
• Monitor team performance and individual performance, providing regular feedback and implementing strategies for continuous improvement.
• Foster a customer-focused culture within the support team, emphasizing empathy, patience, and a commitment to resolving customer issues promptly and effectively.
• Develop and maintain customer support processes and standard operating procedures (SOPs) to optimize efficiency and effectiveness.
• Collaborate with other departments, such as Sales, Product Development, and Marketing, to ensure alignment in delivering a seamless customer experience.
• Handle escalated customer issues and complaints, seeking resolutions that exceed customer expectations.
• Analyze customer support data and feedback to identify trends, areas for improvement, and opportunities for product or service enhancement.
• Implement tools and technologies to streamline customer support processes and enhance the overall customer experience.
• Conduct regular training sessions for the support team to enhance product knowledge, soft skills, and problem-solving abilities.
• Ensure timely responses to customer inquiries via various channels, including email, phone, chat, and social media.
• Prepare and present reports on customer support metrics and team performance to senior management.Requirements:
• Bachelor's degree in Communication, or a related field. Relevant certifications are a plus.
• Proven experience (typically 3-5 years) in customer support or a related field, with at least 1-2 years in a managerial or supervisory role.
• Strong leadership and people management skills, with the ability to inspire and motivate team members to achieve exceptional results.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and internal stakeholders.
• Empathetic and customer-focused mindset, with a dedication to resolving customer issues promptly and professionally.
• Familiarity with customer support tools and technologies, such as CRM systems and ticketing software.
• Analytical mindset, with the ability to use data to make informed decisions and drive process improvements.
• Strong organizational skills and the ability to manage multiple tasks and priorities effectively.
• Flexibility to work in a dynamic and fast-paced environment, adapting to changing customer needs and business requirements.
• Knowledge of the industry and product/service offerings is a plus.

• Competitive remuneration package 
• Festival and Performance bonuses after the probation period 
• Transport allowance for field visits and Phone bill where applicable 
• Paid Holidays & Medical Leaves 
• Complementary Breakfast, Lunch and snacks 
• Indoor Sports & Recreation facilities 
• Annual official Trips 
• Career Mentorship & Upskilling opportunities 
• Other benefits as per company and relevant project policy