Description:
Overall, the Manager of Customer Support Tier-1 plays a pivotal role in ensuring customer satisfaction and building customer loyalty, making this role critical to the success of the organization.
What You’ll Do
- Lead the Tier-1 Support Teams of Motive (Chat, Email, Phone) ensuring consistent delivery of high-quality customer experiences.
- Drive successful project execution within Tier-1 Support by managing project timelines, resource allocation, and stakeholder communication.
- Manage the Support Tier-1 PODs, including the assignment of team members and the optimization of workflows, to improve efficiency and maximize customer satisfaction.
- Collaborate closely with cross-functional partners and stakeholders to identify opportunities for process improvements and to implement changes that positively impact the customer experience.
- Responsible for managing Associate Managers to ensure people operations run smoothly and efficiently.
- Develop and implement strategic initiatives to achieve performance metrics and business objectives, leveraging data-driven insights and industry best practices.
What We’re Looking For
- Demonstrated ability to lead and manage teams to deliver exceptional customer experiences.
- Strong analytical skills and ability to leverage data to drive business decisions.
- Excellent communication and collaboration skills to build effective relationships with stakeholders and cross-functional partners.