Support Manager

Description

Job Summary: Support Manager responsible for leading the team, ensuring quality and efficiency, and continuously evolving user support processes to achieve customer satisfaction. Key Highlights: 1. Lead and develop the support team, focusing on customer satisfaction 2. Define strategies and manage processes for service excellence 3. Promote continuous improvement and ensure customer experience As a Support Manager, you will lead the support team, ensuring quality, efficiency, and continuous evolution of user support processes. You will be responsible for strategy definition, KPI management, team development, and cross-departmental collaboration to ensure customer and reseller channel satisfaction. This role is essential to strengthen support operations, drive continuous improvements, and guarantee excellence in customer experience. **Responsibilities:** * Manage the user support team. * Coordinate support interactions, identifying and resolving issues. * Define, document, and standardize area processes and procedures. * Collaborate with other company departments to ensure customer and reseller channel satisfaction. * Manage the contact center, monitoring performance and results. * Ensure timely and accurate customer service. * Support recruitment, training, and team development processes. * Define and monitor customer service standards. * Promote continuous support improvement by tracking requests and opportunities. * Establish best practices for technical support processes. * Monitor customer cases to identify areas for improvement. * Prepare and analyze team productivity reports (daily, weekly, and monthly). * Share feedback with internal teams, such as product development. **Requirements:** * Experience managing support or customer service teams. * Knowledge of business analysis and products. * Proficiency in technology and technical support environments. * Experience in strategic planning and process management. * Experience in customer service and customer experience improvement. **Preferred Qualifications:** * Prior experience as a technical support manager or contact center manager. * Experience with customer service tools and remote control software. * Experience providing technical guidance to diverse audiences. * Knowledge of KPI management and team performance. * Experience with service desk tools. **Academic Qualifications:** * Bachelor's degree completed in Information Systems, Systems Analysis, Accounting, Business Administration, or related fields. * Completed postgraduate studies in Management, Technology, or related areas.