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Senior Customer Support Manager - Remote
Our client is seeking a highly motivated and experienced Senior Customer Support Manager to lead their globally distributed, remote-first customer service team. In this critical role, you will be responsible for overseeing all aspects of customer support operations, ensuring exceptional service delivery, and driving continuous improvement in customer satisfaction. You will lead, mentor, and develop a high-performing team of support professionals, implementing best practices and leveraging technology to enhance the customer experience.
Key responsibilities include:
Managing the daily operations of the customer support department, ensuring efficient and effective issue resolution. Developing and implementing customer service strategies, policies, and procedures. Leading, coaching, and motivating a team of remote customer support representatives and supervisors. Setting performance targets, monitoring key metrics (e.g., CSAT, NPS, response times), and driving improvements. Analyzing customer feedback and support data to identify trends, root causes of issues, and areas for enhancement. Collaborating with product, engineering, and sales teams to resolve complex customer issues and advocate for customer needs. Managing support channels, including email, chat, phone, and social media. Overseeing the implementation and optimization of customer support tools and technologies (e.g., CRM, helpdesk software). Developing and delivering training programs for the support team. Ensuring compliance with service level agreements (SLAs) and maintaining high standards of customer care.
The ideal candidate will possess a Bachelor's degree in Business Administration, Communications, or a related field. A minimum of 6 years of progressive experience in customer support or a related field, with at least 3 years in a management or leadership role, is required. Proven experience managing remote teams is essential. Strong understanding of customer support best practices, CRM systems, and helpdesk software is mandatory. Excellent leadership, problem-solving, analytical, and communication skills are crucial for success in this remote position. You should have a passion for customer advocacy and a proven ability to drive service excellence. This is a fantastic opportunity to lead and shape customer support initiatives in a dynamic, remote environment. This role is based out of our hub in **Nyeri, Nyeri, KE**, but operates entirely remotely.
