Position: Operations Manager, Customer Support, Account Manager, Team Lead
Category: Support
English level: upper
Years of experience: 7


Team Management:
Leading and supervising a team of customer support representatives;
Providing guidance, coaching, and mentorship to team members;
Conducting regular team meetings to set goals, discuss strategies, and address challenges;
Performance Monitoring;
Training and Development;
Developing and delivering training programs for new hires.
Organizing ongoing training sessions to enhance the skills of existing team members;
Keeping the team updated on product knowledge and company policies;
Customer Issue Resolution:
Handling complex or escalated customer inquiries or issues;
Ensuring timely and effective resolution of customer problems;
Serving as a point of contact for difficult cases;
Data Analysis:
Analyzing customer support data to identify trends, bottlenecks, and areas for improvement;
Using data to make informed decisions and optimize support processes;
Generating reports to track team performance and customer satisfaction;
Process Improvement:
Identifying opportunities for process improvement and efficiency;
Implementing changes and best practices to enhance customer service;
Streamlining workflows and reducing response times;
Customer Feedback:
Gathering and analyzing customer feedback to identify pain points and areas for improvement;
Implementing strategies to enhance customer satisfaction;
Encouraging team members to actively listen to customer feedback;
Quality Assurance:
Developing and implementing quality assurance standards for customer interactions;
Conducting audits and reviews to ensure compliance with quality standards;
Providing coaching to team members to maintain high-quality service;
Cross-Functional Collaboration:
Collaborating with other departments, such as product development and sales, to address customer needs and concerns;
Sharing customer insights and feedback with relevant teams;
Reporting and Documentation:
Maintaining accurate records of customer interactions, issues, and resolutions;
Generating reports and documentation to support decision-making and reporting to higher management;
Budget Management;
Assisting in budget planning and allocation for the customer support department;
Monitoring and managing resources effectively to meet budgetary constraints;
Team Motivation;