Customer Support Manager
- القاهرة
- دائم
- دوام كامل
Department: Customer Support
Reports to: Web Division Manager
️ Time zone: From 3:00 to 11:00 AM PSTWithin this role, leadership will be provided to a talented customer support team, ensuring every customer interaction reflects the company's mission to empower learners worldwide. A culture of excellence, continuous improvement, and customer-centric service will be fostered.Key Responsibilities:Team Leadership:
Guidance, mentorship, and development will be provided to the support team, encouraging professional growth and a positive work environment.Support Strategy:
Customer support strategies will be developed and implemented to align with the company's mission and customer satisfaction goals.Process Improvement:
Support processes will be assessed and refined for maximum efficiency and impact.Issue Resolution:
Escalated customer concerns will be managed and resolved promptly, maintaining high standards of service.Cross-Department Collaboration:
Collaboration will be maintained with Product, Sales, and Marketing teams to ensure customer feedback shapes products and services.Customer Feedback & Reporting:
Customer feedback will be collected and analyzed to identify trends and drive improvements. Regular reports will be prepared on key support metrics and performance outcomes.Ideal Background & Skills:
- Proven experience leading and managing customer support teams, preferably within the e-learning or technology sectors.
- Demonstrated success in improving support processes and elevating customer satisfaction.
- Strong proficiency in CRM systems and support tools.
- Exceptional communication and interpersonal skills, with the ability to engage with diverse stakeholders.
- A collaborative approach and proven ability to work cross-functionally.
- Analytical mindset with confidence in using data to drive decisions and improvements.