Abwaab | Customer Support Manager
The Customer Support Manager plays a critical role in overseeing and guiding the customer
support team to deliver exceptional service to our valued students & parents. This role involves
supervising and coaching support representatives, monitoring performance metrics, resolving
complex customer issues, and collaborating with cross-functional teams to ensure high
satisfaction and retention.
Lead, mentor, and motivate a team of customer support representatives, fostering a
positive and productive work environment
Hire and train new customer support team members
Conduct regular team meetings, providing feedback, performance evaluations, and
continuous development opportunities
Handle staffing-related tasks, such as scheduling, resource allocation, and workload
Ensure the team adheres to company policies, best practices, and customer support
Performance Monitoring & KPI Reporting/Tracking:
Track and analyze team performance metrics, such as response times, resolution rates, customer satisfaction scores, and ticket volumes.
Prepare and present regular reports to management, highlighting key performance
indicators and proposing improvement strategies.
Continuously assess customer support processes and workflows, identifying areas for improvement and efficiency.
Propose and implement process enhancements to streamline operations, reduce customer wait times, and enhance overall support quality.
Customer Satisfaction: Maintain a customer-centric approach and ensure that customer inquiries are handled professionally and with empathy. Strive to exceed customer expectations and build long-term customer relationships.
Customer Issue Resolution:
Handle escalated customer inquiries or complex issues that require supervisory
assistance. Address customer complaints effectively and in a timely manner to ensure
customer satisfaction and loyalty.
Collaborate with other departments (e.g., product, sales, technical teams) to address customer concerns and ensure timely solutions.
Training and Development:
Leading performance reviews for team members
Identify training needs within the team and coordinate training sessions to enhance customer service skills and product knowledge.
Keep the team updated on product updates, new features, and industry trends to ensure they can provide accurate information to customers.
Conduct periodic quality assessments of support interactions to ensure adherence to service standards and provide constructive feedback to representatives
Experience as a Customer Support Manager or similar CS role +3 year
Previous experience in a team leadership or supervisory position is preferred
Familiarity with our industry is a plus (Ed-tech)
Proficiency in using customer support tools, CRM systems, and other relevant software(Zendesk)
Excellent communication and problem-solving skills
Knowledge of customer support best practices and industry trends.
Demonstrated ability to analyze data and use insights to drive improvements