Assistant Manager - CRM

As the Assistant Manager of Customer Support, you will play a crucial role in overseeing and enhancing the customer support operations. You will be responsible for leading a team of customer support representatives, ensuring high-quality service delivery, and implementing strategies to improve customer satisfaction and operational efficiency.

Key Responsibilities:
 Team Leadership: Supervise and mentor a team of customer support representatives, including performance management, training, and career development.
 Customer Interaction: Address and resolve complex customer issues, ensuring timely and effective solutions ensure 90% CSAT
 Operational Oversight: Monitor and analyze key performance metrics to ensure service level agreements (SLAs) are met. Implement process improvements to enhance efficiency and customer experience.
 Quality Assurance: Conduct regular evaluations of customer interactions to ensure compliance with company standards and identify areas for improvement.
 Reporting & Analysis: Prepare and present reports on team performance, customer feedback, and operational metrics to senior management.
 Policy & Procedure Development: Assist in developing and updating customer support policies, procedures, and best practices.
 Collaboration: Work closely with other departments, such as Sales, Product, and Marketing, to address customer needs and support cross-functional initiatives.
 Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement. Implement changes based on insights to enhance overall customer satisfaction.
 Crisis Management: Handle escalations and high-priority issues, ensuring prompt resolution and effective communication with customers.

Qualifications:
 Education: Bachelors degree in Business Administration, Management, or a related field. (Masters degree is a plus)
 Experience: Minimum of 3-5 years of experience in a customer support role, with at least 1-2 years in a supervisory or management position.
 Skills:
 Strong leadership and team management skills.
 Excellent problem-solving and decision-making abilities.
 Outstanding communication and interpersonal skills.
 Proficiency in customer support software and tools (e.g., CRM systems, ticketing systems).
 Ability to analyze data and generate actionable insights.
 Customer-focused with a passion for improving service quality.

Preferred Qualifications:
 Familiarity with Lead Square or any other CRM tools
 Certifications in customer service management or related areas.

Additional Requirements:
 Ability to work in a fast-paced environment and manage multiple priorities.
 Flexibility to work in shifts (Only Day shifts),