✨ About The Role
- The Sr. Manager will be responsible for defining and monitoring success metrics for customer support.
- This role involves overseeing the development of dashboards for key performance indicators such as customer satisfaction and agent productivity.
- The candidate will collaborate with various teams, including Training and Quality, Escalations, and Product Operations.
- The position requires driving CRM improvements and iterations to enhance customer service quality.
- The manager will also support capacity planning in partnership with support leadership and business process outsourcing (BPO) teams.
âš¡ Requirements
- The ideal candidate will have a strong background in customer support management, particularly in developing and scaling support tools and analytics.
- A successful candidate will possess experience with Customer Relationship Management (CRM) systems and a solid understanding of agent tools, support chatbots, and AI help solutions.
- The role requires a data-driven mindset, with the ability to analyze metrics and drive innovation in support processes.
- Strong leadership skills are essential, as the candidate will manage a team of motivated individual contributors.
- Empathy for customers and the ability to inspire and empower team members are crucial traits for success in this position.