Description:
As an Associate Manager Customer Support/Team Lead Customer Support , you will lead a team of customer support professionals focused on delivering excellent customer service and technical assistance. Your role will be to ensure the team provides timely and effective support while maintaining high levels of customer satisfaction. You will also drive operational excellence by implementing industry best practices, managing team performance and resolving escalated issues.
This is a full-time on-site role for a Associate Manager Customer Support/Team Lead Customer Support at RepairDesk in Lahore.
Responsibilities:
Customer Support Leadership
- Track and analyze customer support metrics (e.g., response times, resolution rates, CSAT) to measure team performance and implement necessary improvements.
- Lead a team of customer support representatives in delivering responsive and efficient service to resolve customer inquiries, technical issues, and product-related challenges.
- Act as the main point of contact for escalated customer issues, ensuring timely and effective resolutions, particularly for our enterprise customers.
- Monitor and manage day-to-day team operations, ensuring that support tickets are resolved as per the SLAs and that customer interactions meet quality standards.
- Foster a customer-first mindset across the team, ensuring every interaction is handled professionally, efficiently, and empathetically.
Team Development & Coaching
- Provide ongoing coaching and feedback to team members, helping them develop their technical knowledge, customer service skills, and problem-solving abilities.
- Lead the onboarding and training of new support staff, ensuring they are well-prepared to handle customer inquiries and issues.
- Implement best practices in customer support, encouraging continuous learning and development through workshops, knowledge-sharing sessions, and training programs.
- Create and maintain internal knowledge base documents to equip the team with the necessary tools, guides, and resources to handle customer issues effectively.
Process Improvement & Collaboration
- Identify recurring support issues and collaborate with product and engineering teams to address bugs, improve usability, and enhance product features based on customer feedback.
- Collaborate with cross-functional teams (e.g., product, engineering, and sales) to ensure seamless customer support across all touchpoints.
- Continuously review and refine support processes to improve efficiency, reduce resolution times, and enhance customer satisfaction.
- Actively participate in discussions with upper management, providing insights into team performance, customer pain points, and opportunities to improve processes.
Job Requirements:
- 3-5 years of experience in customer support roles, with at least 1-2 years in a leadership capacity (e.g., team lead or supervisor).
- Bachelor's or higher degree from a reputable institution
- Proven track record in leading customer support teams, including managing performance metrics and handling escalated issues.
- Experience in managing projects and initiatives (e.g. New System implementations, Process adoption)
- Experience with customer support systems (e.g., Salesforce, JIRA, Zoho) and ticketing workflows.
- Excellent communication skills, with the ability to clearly explain technical solutions to customers with varying levels of technical understanding.
- Ability to work in a fast-paced, customer-focused environment with a strong sense of urgency and attention to detail.
- Strong leadership and coaching skills, with a demonstrated ability to inspire and motivate team members to provide high-quality customer support.
- Problem-solving mindset with the ability to analyze trends and recommend improvements to support processes.
- Proven ability to manage key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.