job description
Are you a dynamic leader with a passion for delivering exceptional customer support in the B2B SaaS industry? KMC Solutions is seeking a Customer Support Operations Manager to lead our customer support team and drive operational excellence. In this role, you will oversee customer data management, ensure high-quality service delivery, and foster a culture of continuous improvement. This is a fantastic opportunity to grow your career while making a significant impact on our customers' success.
Based in the vibrant locations of Bali, you will work in a collaborative environment that values innovation, teamwork, and customer satisfaction. If you are a strategic thinker with a proven track record in customer support management, we want to hear from you!
Responsibility
- Lead and manage a team of customer support professionals, ensuring high performance and customer satisfaction.
- Develop and implement customer support strategies to enhance service quality and operational efficiency.
- Oversee customer data management, ensuring accuracy, security, and compliance with company policies.
- Monitor and analyze customer support metrics to identify trends and areas for improvement.
- Collaborate with cross-functional teams to resolve complex customer issues and improve overall service delivery.
- Train and mentor team members to foster professional growth and development.
- Implement and maintain customer support tools and technologies to streamline operations.
- Ensure adherence to SLAs and KPIs, driving continuous improvement in customer support processes.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a customer support management role, preferably in the B2B SaaS industry.
- Strong leadership and team management skills, with a track record of driving team success.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.
- Proficiency in customer support tools and technologies, such as CRM systems and helpdesk software.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem-solving skills and the ability to handle complex customer issues effectively.
- Commitment to delivering exceptional customer service and driving operational excellence.