**Job Title:** Online Support Manager
**Company:** AQWIRE
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Full-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7+ years
---
**About AQWIRE:**
At AQWIRE, we are dedicated to revolutionizing the property transaction experience through innovative technology and exceptional service. We prioritize customer satisfaction and are committed to building a supportive and empowering workplace and providing our clients with reliable solutions to ensure their success in a competitive market.
**Job Description:**
We are seeking an experienced and motivated Online Support Manager to lead our customer support team and enhance the overall customer experience at AQWIRE. The ideal candidate will be passionate about delivering superior service and resolving customer issues efficiently. This role requires a blend of technical expertise, organizational skills, and a deep understanding of customer needs to drive continuous improvement in our support processes.
**Key Responsibilities:**
- **Team Management:**
- Oversee and mentor a team of customer support representatives, ensuring high levels of motivation and performance.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Lead recruitment efforts to attract, hire, and onboard new support staff.
- **Customer Service Excellence:**
- Develop and maintain customer service standards and protocols to ensure consistency in support delivery.
- Supervise daily support operations, ensuring timely and effective resolution of customer inquiries through various channels (e.g., chat, email, phone).
- Analyze customer feedback and implement improvements to enhance the customer experience.
- **Technical Support & Troubleshooting:**
- Serve as an escalation point for complex customer issues, providing resolution strategies and troubleshooting steps.
- Partner with engineering and product teams to address recurring issues, suggesting necessary changes or features to improve support efficiency.
- **Process Improvement:**
- Identify opportunities for process optimization and service enhancement in the support workflow.
- Create and maintain support documentation, including FAQs, knowledge bases, and user guides to empower team members and customers.
- Monitor support metrics and KPIs, preparing regular reports for senior management to illustrate performance and areas for growth.
- **Innovation & Creativity:**
- Foster a culture of creativity and collaboration within the support team, encouraging innovative ideas to improve service delivery.
- Stay abreast of industry trends and best practices to keep the company's support strategy competitive and effective.
**Requirements:**
- Proven experience (7+ years) in customer support management, preferably in a tech or SaaS environment.
- Strong technical understanding of customer support systems and software.
- Excellent verbal and written communication skills in English.
- Proven record of success in leading a team and achieving performance targets.
- Ability to analyze data and derive actionable insights to enhance customer satisfaction.
- Strong organizational and multitasking skills to manage a diverse workload.
- Flexible and adaptable to changes; willing to learn and embrace new methods and technologies.
**Personality Traits:**
- Reliable: Consistently delivers on commitments and follows through on promises.
- Passionate: Shows a genuine interest in helping customers and improving processes.
**Soft Skills:**
- Strong cooperation skills, with the ability to collaborate effectively across teams and departments.
- Creative thinker, capable of generating innovative solutions to meet client needs.
**Benefits:**
- Free food provided on-site for all employees.
- Remote work flexibility, allowing you to manage your work-life balance effectively.
- Parental leave to support family needs.
**Working Environment:**
At AQWIRE, we cultivate a work environment that encourages autonomy and independence. We trust our employees to take ownership of their roles and encourage them to excel through creativity and collaboration.
**Application Process:**
Interested candidates are invited to submit their resume and cover letter to our recruitment email by **October 29, 2024**. Please include your relevant experience, why you would be a great fit for AQWIRE, and any examples of your past achievements in customer support management.
**Equal Opportunity Statement:**
AQWIRE 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, sex, national origin, disability, or any other characteristic protected by law.
Join AQWIRE and make an impact on the world of property transactions while leading our customer support to new heights!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.