We are seeking a dynamic and experienced Senior Support Manager to join our team at SOCOE. This role offers an exciting opportunity to establish and lead multiple support teams, which includes hotline support, web support, and front-facing customer support. The ideal candidate will have a passion for customer success, a positive attitude, drive, exceptional technical skills, and a proven track record of leadership in a support environment.
Responsible :
- Establish and lead support teams, providing mentorship, guidance, and technical expertise.
Oversee all aspects of hotline support, web support, and front-facing customer support operations.- Collaborate with cross-functional teams, including Engineering and Product Management, to ensure timely resolution of customer issues.
Develop and implement support processes and procedures to improve efficiency and customer satisfaction.
- Act as a subject matter expert on our products/services, providing technical assistance and training to team members and customers.
Deliverables :
- Achieve and maintain high levels of customer satisfaction, as measured by customer surveys and feedback.
Meet or exceed established service level agreements (SLAs) for response and resolution times.Reduce the number of unresolved support tickets and customer complaints by [X]% within [X] months.- Implement at least [X] new support processes/procedures aimed at improving efficiency and customer satisfaction.
Requirements :- 5 years of experience in a customer support role, with at least 3 years in a leadership or management position.
Proven track record of leading and developing high-performing support teams.
- Strong technical skills, with expertise in IT and software a plus.
Exceptional logic and problem-solving skills and the ability to thrive in a fast-paced environment.- Experience with ticketing systems and support tools.
Customer-focused mindset with a passion for delivering exceptional service.
Job Type: Full-time
Pay: RM5,
- 00 - RM6,000.00 per month
Benefits: - Opportunities for promotion
* Professional development
Schedule:
Supplemental pay types:
Expected Start Date: 07/15/2024
