**Job Title:** Customer Support Manager - Remote Work
**Company:** Homebase
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
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**Job Description:**
Homebase is seeking a dynamic and detail-oriented Customer Support Manager to join our remote team. In this part-time role, you will be responsible for overseeing our customer support operations, driving customer satisfaction, and leading the development of support strategies that meet our growing customer needs. As a pivotal member of our team, you will leverage data-driven insights to inform decisions and drive strategic initiatives that enhance the overall customer experience.
**Key Responsibilities:**
1. **Team Management:**
- Lead, mentor, and develop a high-performing customer support team to ensure the delivery of exceptional service.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Foster a positive team culture that encourages participation, creativity, and professional growth.
2. **Customer Interaction:**
- Build strong relationships with customers, proactively addressing concerns and feedback to enhance user satisfaction.
- Develop and implement customer support protocols and policies that align with company values and objectives.
- Escalate critical customer issues to appropriate departments and ensure timely resolution.
3. **Data-Driven Decision Making:**
- Analyze customer support metrics and data to identify trends, insights, and opportunities for improvement.
- Work closely with the product and engineering teams to relay customer feedback and inform product development.
- Leverage data analytics to develop strategic initiatives aimed at improving efficiency and effectiveness in support operations.
4. **Process Improvement:**
- Continuously assess and improve service processes and workflows to enhance the efficiency of support operations.
- Implement and manage new tools or technologies that streamline customer support functions.
- Collaborate with other departments to drive cross-functional initiatives that support customer satisfaction.
5. **Training and Development:**
- Conduct ongoing training sessions for team members on customer service best practices, product knowledge, and problem-solving techniques.
- Create and maintain a comprehensive knowledge base for both customers and the support team.
6. **Reporting and Feedback:**
- Regularly report on team performance, customer trends, and service metrics to senior management.
- Gather, categorize, and present customer feedback for strategic decision-making.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 6 years of experience in customer support, with at least 2 years in a managerial or supervisory role.
- **Technical Skills:**
- Proficiency in customer support software (e.g., Zendesk, Freshdesk), CRM systems (e.g., Salesforce), and data analysis tools (e.g., Excel, Google Analytics).
- Familiarity with telecommunication and digital communication tools.
- **Personality Traits:**
- Energetic and passionate about customer service with a positive, can-do attitude.
- Adaptable to changing circumstances and willing to embrace new challenges.
- **Soft Skills:**
- Strong creativity and innovation in problem-solving.
- Excellent presentation skills, with the ability to effectively communicate ideas to a variety of audiences.
**Benefits:**
- Gym membership reimbursement to promote health and well-being.
- Comprehensive vision insurance for eye care.
- Free food provided as a perk for remote work.
**Working Environment:**
At Homebase, we leverage data to inform decisions and drive strategic initiatives. This remote position offers flexibility while maintaining a focus on collaboration and productivity.
**How to Apply:**
Interested candidates are encouraged to apply by submitting their resume and a cover letter detailing their relevant experience and why they are a good fit for this position no later than **October 4, 2024**.
**Equal Opportunity Statement:**
Homebase is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
