**Job Title:** Online Support Manager
**Company:** 1Export
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
### Job Description
1Export is seeking a passionate and motivated Online Support Manager to oversee our digital support channels and enhance our customer care initiatives. As a pivotal member of our team, you will leverage data-driven insights to inform decisions and drive strategic initiatives that improve our online support services. This role demands a strong blend of technical expertise and exceptional soft skills to ensure our clients receive outstanding service.
### Key Responsibilities:
- **Team Leadership:**
- Lead and mentor the online support team, fostering a culture of excellence and accountability.
- Develop training programs to enhance team skills in customer service and technical support.
- **Customer Interaction:**
- Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
- Analyze customer feedback and trends to refine support strategies and improve service delivery.
- **Performance Monitoring:**
- Track and analyze key performance indicators (KPIs) related to online support operations.
- Develop reports and dashboards that inform management about performance metrics, trends, and areas for improvement.
- **Process Improvement:**
- Collaborate cross-functionally with other departments to streamline processes and improve the overall customer journey.
- Identify areas for automation and efficiency within the online support framework.
- **Data-Driven Decisions:**
- Utilize data analytics tools to assess customer needs, behavior, and satisfaction levels.
- Make strategic recommendations based on data analysis to enhance product offerings and support services.
- **Special Projects:**
- Manage special projects aimed at optimizing online support, including the implementation of new technologies or tools to support customer interactions.
- Assess the impact of these projects on customer satisfaction and operational efficiency.
- **Stakeholder Communication:**
- Engage regularly with senior management to provide insights and updates on support operations.
- Negotiate with service providers or vendors to achieve better support tools and resources.
### Requirements:
- **Experience:**
- Minimum of 8 years of experience in online support or a related field, with a preference for managerial experience.
- Proven track record of improving customer support metrics and team performance.
- **Education:**
- Bachelor's degree in Business Administration, Customer Service Management, or a relevant field.
- **Technical Skills:**
- Proficient with data analytics tools and customer relationship management (CRM) systems.
- Familiar with online support platforms such as Zendesk, Freshdesk, or similar tools.
- **Soft Skills:**
- Strong negotiation skills with the ability to manage conflicts and find mutually acceptable solutions.
- Exceptional analytical skills, with a talent for interpreting data and generating actionable insights.
- **Personality Traits:**
- Passionate about providing excellent customer service and driving team success.
- Highly motivated with a proactive approach to problem-solving and continuous improvement.
### Benefits:
- Gym membership to promote health and wellness.
- Employee discounts on products/services offered by 1Export.
- Paid overtime to recognize your commitment and hard work.
### Working Environment:
At 1Export, we leverage data to inform decisions and drive strategic initiatives. You will work in a dynamic environment where your contributions will directly impact our customer satisfaction and business success.
**Deadline to Apply:** October 4, 2024
### Equal Opportunity Statement:
1Export is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
