Senior Customer Support Manager
Senior Customer Support Manager
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5-10years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
A leading Fintech company with headquarters in the Philippines is seeking an accomplished and experienced Senior Customer Support Manager to oversee and enhance their customer support operations. This seniorlevel position involves developing and executing strategies to deliver efficient highquality support services. Responsibilities include managing response protocols creating onboarding materials maintaining documentation and refining team processes. The role is pivotal in ensuring outstanding customer experiences through live chat support while maintaining a friendly yet professional tone. The ideal candidate must possess excellent English proficiency a strong academic foundation and a proven track record of reliability in senior leadership roles.
Key Responsibilities
Team Leadership
- Build and lead highperforming support teams.
- Design and implement training and onboarding programs.
- Create team shift schedules and manage workforce allocation.
- Build and lead highperforming support teams.
Strategy and Operations
- Develop and maintain response guidelines and best practices.
- Create and manage support documentation and knowledge bases.
- Oversee hiring processes for customer support roles.
- Develop and maintain response guidelines and best practices.
Customer Support Excellence
- Ensure all customer interactions are handled promptly professionally and empathetically with a focus on live chat.
- Monitor and analyze key performance indicators (KPIs) to enhance team performance and customer satisfaction.
- Collaborate with crossfunctional teams to address customer feedback and improve service delivery.
- Ensure all customer interactions are handled promptly professionally and empathetically with a focus on live chat.
Process Improvement
- Continuously evaluate and refine support workflows to drive efficiency.
- Identify and implement tools and technologies to improve the support experience.
- Continuously evaluate and refine support workflows to drive efficiency.
Leadership and Collaboration
- Foster a culture of trust collaboration and excellence within the team.
- Work closely with senior leadership to align support strategies with company goals.
- Foster a culture of trust collaboration and excellence within the team.
Requirements
Education:
- Bachelors degree from a reputable university (Master s degree preferred).
- Bachelors degree from a reputable university (Master s degree preferred).
Experience:
- Extensive experience leading support teams in large organizations.
- Proven expertise in creating training and onboarding programs.
- Solid experience managing strategy shifts and team processes.
- Advantageous: Experience in the Fintech FInance Sector or international environments.
- Extensive experience leading support teams in large organizations.
Skills:
- Exceptional written and spoken English communication skills.
- Strong leadership and organizational abilities.
- Analytical mindset with a focus on datadriven decisionmaking.
- High level of trustworthiness and integrity demonstrated by a strong professional history.
- Exceptional written and spoken English communication skills.
Experience: Extensive experience leading support teams in large organizations. Proven expertise in creating training and onboarding programs. Solid experience managing strategy, shifts, and team processes. Advantageous: Experience in the Fintech, FInance Sector, or international environments. Skills: Exceptional written and spoken English communication skills. Strong leadership and organizational abilities. Analytical mindset with a focus on data-driven decision-making. High level of trustworthiness and integrity, demonstrated by a strong professional history.
Education
Bachelor's degree from a reputable university (Master s degree preferred).
Employment Type
Full Time
