Job Title: Exclusive Head of Customer Support

Position Summary:

The Head of Customer Support will oversee all aspects of customer support operations, ensuring exceptional service delivery and customer satisfaction. This role involves managing a team of support representatives, developing support strategies, and continuously improving processes to enhance the overall customer experience.

Job Responsibilities:

Lead and manage the customer support team, including hiring, training, and performance management.
Develop and implement customer support strategies and policies to meet organizational objectives.
Establish KPIs and metrics to measure the effectiveness and efficiency of customer support operations.
Monitor and analyze customer feedback and support metrics to identify areas for improvement.
Collaborate with cross-functional teams to address customer issues and improve product/service offerings.
Ensure timely and effective resolution of customer inquiries, complaints, and escalations.
Implement and maintain systems and tools to streamline support processes and enhance productivity.
Stay updated on industry trends and best practices in customer support to drive continuous improvement.
Prepare regular reports and presentations on customer support performance and initiatives for senior management.

Required Experience:

Bachelor's degree in business administration, marketing, or a related field.
Proven experience in a customer support or customer service leadership role.
Strong leadership and people management skills, with the ability to motivate and develop team members.
Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
Solid understanding of customer support processes, systems, and best practices.
Experience with CRM software and other support tools.

Desired Experience:

Experience in the manufacturing industry
Experience working in a fast-paced, high-growth environment
Experience implementing customer support technologies and automation solutions

Salary & Benefits:

Competitive salary package according to experience
Health insurance/401 (k) Retirement plan
Paid time off
Professional development opportunities
Flexible work arrangements