Customer Support Manager

Job Description

Description:

Position Overview:

KorTerra is seeking a dynamic and experienced Customer Support Manager to join our growing team. As the Customer Support Manager, your team will serve as the primary point of contact for our customers post-implementation, managing their experience with KorTerra. You will lead and develop a team of support analysts, fostering their growth and ensuring they deliver exceptional service to our customers.

Key Responsibilities:

• Provide leadership, direction, and coaching to the Customer Support team.
• Manage Level 1, 2, and 3 Support Analysts; conducting 1:1 meetings, creating training plans, and providing ongoing feedback and support to enhance their skills and performance.
• Identify and develop process improvements and support objectives to increase efficiency and productivity within the support team.
• Drive initiatives to enhance customer support by managing KorTerra's product knowledge base, refining approaches to customer service mechanisms, and exploring and adopting new technologies to optimize service delivery.
• Monitor and present weekly reporting on department KPIs.
• Utilize existing ticket tracking and phone system software to analyze reports and identify areas of improvement.
• Develop data driven strategies to enhance customer service quality and satisfaction.
• Coordinate with internal teams and resources to troubleshoot issues and remove obstacles, enhancing the overall customer experience.
• Participate in weekly leadership meetings and monthly department review meetings.
• Actively contribute insights and updates on team performance and customer satisfaction.
• Other duties as assigned.

Qualifications

• 4+ years of customer service or