Associate Manager Customer Support
Associate Manager Customer Support
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Job Description
RepairDesk is a modern repair shop management software with 40 powerful integrations and modules. The software is customisable to meet the workflows of singlestore multistore and franchise repair businesses in various industry verticals. Available in 30 languages RepairDesk is trusted by over 3000 businesses globally helping them save time manage inventory and run profitable repair stores.
Tasks
Role Description:
As an Associate Manager Customer Support/Team Lead Customer Support you will lead a team of customer support professionals focused on delivering excellent customer service and technical assistance. Your role will be to ensure the team provides timely and effective support while maintaining high levels of customer satisfaction. You will also drive operational excellence by implementing industry best practices managing team performance and resolving escalated issues.
This is a fulltime onsite role for a Associate Manager Customer Support/Team Lead Customer Support at RepairDesk in Lahore.
Responsibilities:
Customer Support Leadership
- Track and analyze customer support metrics (e.g. response times resolution rates CSAT) to measure team performance and implement necessary improvements.
- Lead a team of customer support representatives in delivering responsive and efficient service to resolve customer inquiries technical issues and productrelated challenges.
- Act as the main point of contact for escalated customer issues ensuring timely and effective resolutions particularly for our enterprise customers.
- Monitor and manage daytoday team operations ensuring that support tickets are resolved as per the SLAs and that customer interactions meet quality standards.
- Foster a customerfirst mindset across the team ensuring every interaction is handled professionally efficiently and empathetically.
Team Development & Coaching
- Provide ongoing coaching and feedback to team members helping them develop their technical knowledge customer service skills and problemsolving abilities.
- Lead the onboarding and training of new support staff ensuring they are wellprepared to handle customer inquiries and issues.
- Implement best practices in customer support encouraging continuous learning and development through workshops knowledgesharing sessions and training programs.
- Create and maintain internal knowledge base documents to equip the team with the necessary tools guides and resources to handle customer issues effectively.
Process Improvement & Collaboration
- Identify recurring support issues and collaborate with product and engineering teams to address bugs improve usability and enhance product features based on customer feedback.
- Collaborate with crossfunctional teams (e.g. product engineering and sales) to ensure seamless customer support across all touchpoints.
- Continuously review and refine support processes to improve efficiency reduce resolution times and enhance customer satisfaction.
- Actively participate in discussions with upper management providing insights into team performance customer pain points and opportunities to improve processes.
Requirements
- 35 years of experience in customer support roles with at least 12 years in a leadership capacity (e.g. team lead or supervisor).
- Bachelors or higher degree from a reputable institution
- Proven track record in leading customer support teams including managing performance metrics and handling escalated issues.
- Experience in managing projects and initiatives (e.g. New System implementations Process adoption)
- Experience with customer support systems (e.g. Salesforce JIRA Zoho) and ticketing workflows.
- Excellent communication skills with the ability to clearly explain technical solutions to customers with varying levels of technical understanding.
- Ability to work in a fastpaced customerfocused environment with a strong sense of urgency and attention to detail.
- Strong leadership and coaching skills with a demonstrated ability to inspire and motivate team members to provide highquality customer support.
- Problemsolving mindset with the ability to analyze trends and recommend improvements to support processes.
- Proven ability to manage key performance indicators (KPIs) such as response time resolution time and customer satisfaction scores.
Benefits
- Health Insurance (IPD) Self Spouse & Children
- Provident Fund
- Paid Leaves (Casual Medical & Annual)
- Subsidise Lunch/Dinner
- Maternity & Paternity Benefits
- Monthly allowances (Fuel Parking Mobile)
- Quarterly Performance Bonuses
- Paid Trips & Tours
- Profit/Stocks Sharing Plan (Tenured Employees)
Employment Type
Full Time
