Manager/Sr. Manager

Job Overview: Manager/Sr. Manager role at Support.com in Warangal . Job Overview:
The Manager/Senior Manager at Support.com plays a critical role in leading and overseeing a team of support agents to provide exceptional customer service. This individual will be responsible for managing day-to-day operations, ensuring high levels of customer satisfaction, and driving continuous improvement within the team.

Key Responsibilities:
1. Lead and motivate a team of support agents to achieve performance goals and deliver exceptional customer service.
2. Monitor and evaluate team performance through key metrics and provide regular feedback and coaching to drive improvement.
3. Implement and optimize processes to enhance efficiency and effectiveness of support operations.
4. Collaborate with cross-functional teams to resolve complex customer issues and escalations.
5. Develop and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams.
6. Maintain up-to-date knowledge of industry trends and best practices in customer support.

Requirements:
1. Bachelor's degree in a related field or equivalent work experience.
2. Proven experience in a customer support leadership role, with a track record of driving team performance and achieving KPIs.
3. Strong communication and interpersonal skills, with the ability to effectively interact with diverse audiences.
4. Excellent problem-solving abilities and a strong attention to detail.
5. Ability to work in a fast-paced and dynamic environment, with a focus on achieving results.
6. Proficiency in Microsoft Office Suite and experience with customer service software.

Preferred Skills:
1. Experience with implementing and optimizing support processes using tools such as CRM systems or ticketing platforms.
2. Knowledge of technical support best practices and tools.
3. Experience managing remote teams or working in a virtual environment.
4. Certification in customer service or related fields.

Work Environment:
The Manager/Senior Manager role at Support.com is based in our office location in [City, State]. The work environment is professional and collaborative, with opportunities for career growth and development. The office is equipped with modern amenities and a supportive team environment to ensure success in the role.

In conclusion, the Manager/Senior Manager at Support.com plays a pivotal role in leading a team of support agents to deliver exceptional customer service and drive operational excellence. This individual must possess strong leadership skills, excellent communication abilities, and a passion for customer satisfaction. The role offers an exciting opportunity to make a positive impact in a dynamic and fast-paced environment.