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Manager Customer Support

Publication date 2024/04/12

Work Location , Expected Annual Income :

Tokyo,8.0M ~ 10.0M

About the Company :

Leading IT Canadian Company

Responsibilities :

The Opportunity:

We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

You are great at:

Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality
Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support
Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
Understanding internal structure and build interdepartmental relationships
Understanding the policies and procedures of Customer Care
Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals
Leading and coaching a high performing team of engineers
Drive innovation and continuous improvement in Customer Care
Manage and/or contribute to support related projects

What it takes:

A track record of good judgment and decision-making in positions with significant responsibility
Highly autonomous and able to independently identify high value projects and drive them to completion
Demonstrated leadership capability in cross-functional team environments
High degree of comfort with complex technical environments
Having and being able to articulate/defend an informed opinion on important topics

Benefits :

An exciting job with great opportunities for success
-A good potential to grow both professionally and personally
-You will be a part of the leading IT consulting firms in the world
-Very nice and stimulating office environment
-Flexibility and working from home possibility
Location, Remote Work:

- Location: Tokyo, Japan
- Remote work is available 3 days per week.

Required Experience / Abilities / Skills :

Skills & Experience:

Prior Contact Center experience
Prior management experience
Demonstrated knowledge of industry best practices
Strong analytical skills and understanding of key metrics associated with call center environments
Strong staff coaching and counseling skills to influence others to take action and achieve objectives
Bachelor’s degrees in business or related field or equivalent with at least 3 to 5 years of customer applications support experience. Advanced degree desirable.
Knowledge and experience in backup and recovery, cloud-based solutions and services.
Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
Experience managing Partner and customer escalations and relationships
Proven leadership, project management and problem-solving experience
Proven ability to effectively negotiate and resolve issues and conflicts for both internal and external customers
Manage escalated customers with diplomacy and professionalism
Strong verbal and written communication skills
Ability to define problems, gather data, establish facts, and draw valid conclusions
You are self-directed, and know how to get the job done as quickly and efficiently as possible

Contact Information :

Contact in charge:

Jonathan Espinosa

JOB ID : IJB2005776

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