Customer Support Manager

Roles and Responsibilities :

• Manage a team of customer support agents to provide exceptional service to customers through various channels such as chat, email, and phone calls.
• Develop and implement effective training programs to improve agent performance and product knowledge.
• Analyze customer feedback and metrics to identify areas for improvement in the blended process and make data-driven decisions.
• Collaborate with other departments (e.g., sales, marketing) to resolve complex issues and escalate when necessary.

Job Requirements :

• 4-8 years of experience in a similar role within an ecommerce industry setting.
• Strong understanding of blended processes, including semi-voice interactions.
• Proven track record of managing teams effectively using various communication methods (chat, email, voice).
• Excellent analytical skills with ability to interpret customer feedback and metrics.