Customer Service Support Manager

Job summary

Oversee customer support operations, staffing, customer inquiries, escalations, order investigations, product support, and shipment issues while maintaining service standards. Coach and develop team members, report on performance, and support or lead projects and process improvements.

Job details

My client, a fast growing Ecommerce Fitness Retailer is committed to delivering an exceptional customer experience across all touchpoints to drive sales growth, customer retention, and brand loyalty. The Customer Support Manager plays a key role in overseeing customer support operations, ensuring service and efficiency standards are met while upholding company policies and protocols. This role involves managing staffing levels based on customer demand, handling escalations, providing regular reports to management, optimizing processes, and supporting the professional development of the customer support team. Success in this position requires strong prioritization skills, problem-solving and conflict resolution abilities, and seamless communication across internal teams and external partners. Description of the role: Reporting: Providing timely reports to management on team performance and identify issues along with possible areas of improvement Staff Training & Development: Meet with direct reports regularly to set and evaluate professional goals, provide coaching where appropriate, and conduct performance reviews on a semi-annual basis. Projects: Support and in some cases lead projects/initiatives under the direction of management, leveraging your skills and resources to ensure timely completion & quality delivery. Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience. Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction. Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers receive their order within service level agreement timelines. Product Information & Support: Provide general product information such as specifications, warranty, and availability. First line product support will be handled by customer support agents (manuals and references are provided) and should be escalated for technician support as required. Order Changes & Cancellations: Facilitate order changes and cancellations, with an effort to minimize refunds by expediting order processing and/or offering order discounts. Shipment Tracing & Claims: Assist customers with investigating shipment issues including facilitating shipment tracing and claims processes. KEY PERFORMANCE INDICATORS (aka What Does Success Look Like?) Team productivity rate Missed call rate Support ticket first response time Employee retention Ticket efficiency First ticket resolution rate CSAT Call time Missed calls Time unavailable on phone system Hours and location of work: Monday to Friday: 9 am to 5 pm 3 days/week working in Vaughan, Ontario Compensation: 90-95k + 10% bonus + 3 weeks vacation

What you’ll do

Oversee customer support operations, staffing, customer inquiries, escalations, order investigations, product support, and shipment issues while maintaining service standards. Coach and develop team members, report on performance, and support or lead projects and process improvements.

Requirements

The role calls for strong prioritization, problem-solving, conflict-resolution, and communication skills, along with the ability to manage and develop a customer support team. No specific education or years of experience are stated; the mid-senior level and management responsibilities suggest substantial relevant experience.

Benefits

• 10% Bonus
• Three Weeks Vacation

Listed skills

• Process Optimization · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Reporting · Preferred
• Prioritization · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support Operations
• Team Management
• Staff Training And Development
• Coaching
• Performance Management
• Customer Service
• Conflict Resolution
• Problem-Solving
• Prioritization
• Escalation Management
• Process Optimization
• Reporting
• Order Investigation
• Product Support
• Shipment Tracing And Claims
• Cross-Functional Communication

Job areas

• Customer Service & Support
• Management & Leadership
• Retail

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