Customer Support Manager

Who you are

• Proven expertise in effectively managing teams, providing strategic guidance and mentorship, establishing performance objectives, and conducting comprehensive performance evaluations
• 3+ Years of Customer Support Experience, including experience in a team lead or people management role
• Having prior experience working in an IT environment and possessing knowledge of software systems, showcasing an understanding of technical aspects relevant to the role
• Demonstrating the capacity to perform effectively and maintain composure in high-pressure situations, ensuring timely and efficient resolution of customer issues
• Exhibiting the capability to manage one's own workload efficiently while providing support to others in effectively managing their tasks, demonstrating strong organisational and prioritisation skills
• Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed

What the job involves

• As a Customer Support Manager within our Customer Support team at EcoOnline, you will lead a team responsible for delivering timely, high-quality customer support. You will ensure customer issues are prioritised effectively, escalations are managed appropriately, service levels are monitored, and the team has the guidance, tools and knowledge needed to succeed
• Deliver consistent customer support performance against agreed service levels, quality expectations and customer experience standards
• Lead, coach and develop a capable support team, ensuring clear objectives, regular feedback, effective performance management and strong team engagement
• Oversee case prioritisation, backlog management, escalation handling and workload visibility to ensure customer issues progress in a timely and appropriate way
• Use support data, reporting and customer feedback to identify trends, improve team performance and drive practical service improvements
• Work cross-functionally with Product, Engineering, Customer Success and Services to resolve customer issues, share insight and improve the overall support experience
• Support the team with complex, sensitive or high-priority customer issues, ensuring escalations are assessed, communicated and progressed appropriately. Work with internal teams to remove blockers and ensure customers receive clear and timely updates

Benefits

• Robust health coverage
• Extended parental leave
• Generous paid time off
• Accelerated learning paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards