Senior Customer Experience Specialist
5 days ago
As a Product Support Manager, you will play a vital role in ensuring customer satisfaction and product functionality. This position involves overseeing a team that provides support and solutions to customers experiencing product issues. You will be responsible for developing and implementing support strategies, managing customer expectations, and working closely with other departments to ensure that products meet customer needs.
Key Responsibilities:
- Lead a team of support specialists to provide customer-centric service solutions.
- Develop and optimize processes to improve the overall customer service experience.
- Monitor team performance and provide coaching to enhance service delivery.
- Collaborate with product development teams to address customer feedback.
- Establish and maintain customer service policies that meet organizational goals.
- Ensure timely and effective resolution of customer inquiries and issues.
- Analyze support metrics to identify trends and drive improvements.
- Provide senior management with regular reports on support team performance.
- Coordinate training programs to enhance team skills and product knowledge.
- Manage escalated cases and engage with key customers to resolve conflicts.
Requirements:
- Bachelor's degree in Business Administration, IT, or related field required.
- Minimum of five years of experience in a product support role.
- Strong leadership skills with experience managing cross-functional teams.
- Excellent customer service skills and a customer-focused mindset.
- Proficient in customer support software and management tools.
- Exceptional problem-solving skills with a proactive approach to challenges.
- Demonstrated ability to manage multiple projects under tight deadlines.
- Outstanding written and verbal communication skills are essential.
- Ability to analyze data and develop actionable insights from metrics.
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