Customer Support Manager

• Support the Customer Service team in resolving escalated customer issues and complaints promptly while ensuring consistent service quality and professional handling of enquiries across all customer touchpoints.
  
• Monitor service quality through regular quality assurance checks on calls emails live chats and other customer interactions while tracking and reporting on key performance indicators including CSAT First Response Time (FRT) Resolution Time SLA adherence and Quality Assurance metrics to drive continuous improvement.
  
• Oversee customer support across live chat email phone WhatsApp social media and other digital channels to ensure a seamless customer experience prompt issue resolution and effective customer engagement.
  
• Identify and implement process improvements to enhance customer experience improve service delivery optimise productivity manage resources effectively and continuously improve the end-to-end customer journey by addressing customer pain points.
  
• Manage workforce planning shift scheduling and resource allocation to ensure appropriate staffing levels and compliance with service-level agreements (SLAs) across all customer support channels.
  
• Collaborate with internal stakeholders across Sales Marketing Product Finance Operations and Technology to ensure prompt order processing effective issue resolution and seamless customer service while providing customer insights and recommendations to improve retention reduce churn and strengthen client relationships.
  
• Measure analyse and report customer service performance to senior stakeholders providing insights identifying trends and recommending operational improvements based on customer feedback service metrics and business objectives.
  
• Recruit train coach mentor and performance-manage the Customer Service team fostering a customer-first culture supporting career development and ensuring that customer service tools equipment and workstations remain operational efficient and fit for purpose.
  

• 47 years of relevant work experience with a strong commitment to delivering exceptional customer experiences and maintaining high service standards.
  
• Strategic thinking to identify future opportunities and translate them into effective service improvements.
  
• Strong collaboration skills to build partnerships and work effectively with cross-functional teams.
  
• A results-driven approach to achieving service excellence and meeting operational performance targets.
  
• Proven capability to foster a positive work environment that motivates employees to deliver outstanding customer experiences.
  
• Excellent verbal written presentation and interpersonal communication skills.
  
• Proven leadership skills in coaching mentoring and developing high-performing teams.
  
• Strong analytical skills to interpret customer data and performance metrics for informed decision-making.
  
• Effective problem-solving and decision-making skills with a focus on resolving issues and driving continuous improvement.
  

• Experience managing omnichannel customer support operations
  
• Experience implementing AI and automation within customer service
  
• Strong understanding of CRM systems customer journey mapping and customer analytics
  
• A strong interest in innovation and continuous improvement.
  
  

If you have a strong background in customer service operations team leadership and customer experience management and are passionate about driving service excellence optimising support processes and delivering exceptional customer experiences we would be happy to hear from you.

Join YOUGotaGift and be part of enhancing customer experiences and shaping the future of digital gifting and rewards on a global scale.

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