Customer Support Manager

About the Role

• Manage a team of customer support specialists to ensure that customer inquiries are handled promptly and effectively.
• Develop and implement strategies to improve customer service and support processes.
• Monitor and analyze customer feedback to identify areas for improvement in customer support.
• Build and maintain strong relationships with customers, addressing their needs and concerns in a timely and effective manner.
• Ensure that the customer support specialist team is adequately trained on our products, services and processes.
• Develop and maintain customer support metrics to track the effectiveness of the customer support specialist department.
• Work closely with other departments, such as product development and marketing, to ensure a seamless customer experience.
• Manage customer escalations and ensure that they are resolved in a timely and satisfactory manner.
• Develop and implement customer support specialist policies and procedures.
• Keep up-to-date with industry trends and best practices in customer support.

Requirements

• Bachelor's Degree in computer engineering, computer science, information technology, business administration or related field.
• 5+ years of experience in customer support or related field, with at least 2 years in a management role.
• Excellent understanding of Thai and English.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage and motivate a team of customer support specialists.
• Strong analytical skills and ability to analyze customer feedback and data to identify trends and areas for improvement.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong attention to detail and organizational skills.