Manager, Customer Support
GoBolt
Toronto Ontario
Salary: Neg Per Hour
Key Responsibilities
- Lead, coach, and mentor the customer support team to
ensure high performance and professional growth.
- Develop and implement strategies to improve customer
satisfaction, efficiency, and response times.
- Monitor support metrics (e.g., response time,
resolution time, and customer satisfaction scores) to ensure targets are
met.
- Act as the primary point of escalation for complex
customer issues and handle them effectively.
- Collaborate with product, sales, and operations teams
to address customer feedback and improve product/service offerings.
- Design and optimize workflows, processes, and tools to
increase the effectiveness of the support team.
- Prepare and present reports on team performance, insights, and key metrics to the executive leadership team.
Qualifications
- Education:
Bachelor's degree in Business, Communication, or a related field
(preferred but not required).
- Experience:
- 3-5 years of experience in customer support or
customer service, with at least 2 years in a managerial role.
- Proven track record in improving customer support
metrics and handling escalated issues.
- Experience in developing and implementing customer
service processes and standards.
- Skills:
- Leadership:
Strong leadership abilities to inspire and manage a team, with a focus on
coaching and development.
- Communication:
Excellent verbal and written communication skills, with a
customer-focused approach.
- Problem-Solving:
Proficient in identifying, analyzing, and resolving complex issues
effectively.
- Technical Skills: Familiarity with customer support software (e.g.,
Zendesk, Salesforce Service Cloud) and other relevant tools.
- Data Analysis:
Strong analytical skills to assess support metrics and improve processes
based on data insights.
- Empathy and Patience: Demonstrates a high level of empathy and patience in
handling customer interactions.
- Personal Attributes:
- Customer-centric mindset with a commitment to
delivering outstanding service.
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced environment and handle
multiple priorities.
Preferred Qualifications
- Knowledge of the logistics industry customer service
practices.
- Experience in cross-functional collaboration with teams
like Product, Sales, and Marketing.
- Familiarity with CRM systems and customer feedback
tools.
Job Overview
Posted Date: 19 Dec 2024
Location: Toronto Ontario
Salary: Neg Per Hour
Company Information
GoBolt
Name: GoBolt
Web: https://www.gobolt.com/