Devsinc is seeking an experienced Customer Support Manager who is passionate about delivering top-notch customer support, skilled in team management, and thrives in a fast-paced, startup environment.
Responsibilities:
- Lead and manage the customer support team to deliver exceptional service and ensure client satisfaction.
- Develop and refine customer support strategies, processes, and workflows to enhance the customer experience.
- Act as the escalation point for complex customer inquiries and ensure timely resolutions.
- Analyze customer service metrics and KPIs to identify trends, improve performance, and drive continuous improvement.
- Train, mentor, and develop the customer support team to ensure high performance and engagement.
- Collaborate with cross-functional teams, including Product, Sales, and Operations, to address customer feedback and needs.
- Maintain up-to-date documentation on support processes, FAQs, and policies.
- Stay informed about industry trends and customer service best practices to enhance support operations.
Requirements
- 7+ years of experience in customer support, with at least 3 years in a managerial role.
- Proven success in a fast-paced, fast-growing, ever-changing startup environment.
- Fluent in English with excellent written and verbal communication skills.
- Strong problem-solving, decision-making, and interpersonal skills.
- Experience using customer support software, CRM tools, and other communication platforms.
- Background in the hospitality or hotel industry is a strong plus.
- Ability to adapt to changing priorities and manage multiple projects simultaneously.
- Bachelor’s degree in Business, Hospitality, or a related field is preferred but not required.
