Support Operations Manager
2 weeks ago
Job Summary
">We are seeking a highly motivated leader to oversee customer support operations in ANZ.
As the Customer Support Lead, you will lead a team of customer support professionals, optimize workflows and drive continuous improvement in support processes.
The ideal candidate will have at least 4 years of experience in a fast-growing tech startup or top-tier strategy/management consulting and minimum of 1 year in a leadership role.
Strong problem-solving skills, excellent communication and interpersonal skills with the ability to lead and inspire a team are required.
Responsibilities
">- Team Leadership: Manage and mentor the customer support team fostering a culture of excellence and continuous improvement.
- Operational Management: Oversee day-to-day operations of the ANZ customer support team ensuring SLAs are met and customer inquiries are resolved in a timely manner.
- Workflow Optimization: Identify inefficiencies in customer support workflows and implement process improvements to enhance productivity and customer satisfaction.
- Customer Experience: Ensure the customer support team delivers a high level of service to customers addressing their needs with empathy and professionalism.
- Collaboration: Work closely with other departments to integrate customer feedback into product development and prepare the support team for new product launches.
- Reporting and Analysis: Monitor key performance metrics and generate reports on team performance.
About You
">We are looking for someone who wants to make a meaningful impact through their work has a strong sense of ownership and never settles for the status quo.
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