**Job Title:** Online Support Manager
**Company:** Investagrams
**Location:** Taguig, NCR, Philippines
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8+
**About Investagrams:**
Investagrams is a leading financial technology company dedicated to empowering investors and traders with the tools and insights they need to succeed in the financial markets. We leverage innovative technology and data analytics to help our users make informed decisions. Our commitment to excellence and user satisfaction drives our mission to deliver exceptional financial services.
**Job Overview:**
We are seeking a passionate and resourceful Online Support Manager to join our dynamic team at Investagrams. This role is critical to ensuring that our customers receive top-tier support and guidance as they engage with our online trading platform. The ideal candidate will possess strong analytical skills and a collaborative spirit, effectively managing resources and team dynamics to enhance the overall customer experience.
**Key Responsibilities:**
1. **Customer Support Management:**
- Oversee the daily operations of the online support team, ensuring high-quality customer interactions and prompt resolution of queries.
- Develop, implement, and maintain support processes and best practices to optimize customer satisfaction.
- Monitor and analyze customer support metrics to identify areas for improvement.
2. **Team Leadership:**
- Lead, mentor, and train the online support team to achieve individual and team performance goals.
- Foster a positive team environment that encourages collaboration and open communication.
- Evaluate team performance, providing constructive feedback and identification of training opportunities.
3. **Strategic Initiatives:**
- Continuously assess and improve the customer support strategy, aligning it with broader business objectives and customer needs.
- Leverage data analytics to inform decisions, drive strategic initiatives, and enhance service delivery.
- Collaborate with other departments, including product development and marketing, to relay customer feedback and advocate for user experience enhancements.
4. **Customer Engagement:**
- Develop and implement customer engagement initiatives to promote continuous interaction with our platform.
- Manage escalated customer issues, ensuring timely and effective resolution.
- Collect and analyze qualitative feedback from customers to inform support practices and product development.
5. **Reporting and Documentation:**
- Prepare regular reports on customer support performance, trends, and insights for senior management.
- Document support processes, troubleshooting guides, and FAQs to enhance the self-service support options available to customers.
6. **Compliance and Quality Assurance:**
- Ensure compliance with customer privacy and data protection regulations.
- Conduct quality assurance reviews of customer interactions to ensure adherence to service standards.
**Requirements:**
- Bachelor's degree in Business, Communication, Information Technology, or a related field.
- A minimum of 8 years of experience in online customer support or management roles, preferably within the fintech or technology industry.
- Proven track record in managing and leading customer support teams effectively.
- Exceptional analytical skills with the ability to leverage data in decision-making processes.
- Strong problem-solving abilities and resourceful approach to challenges.
- Excellent verbal and written communication skills in English and Filipino; additional languages are a plus.
- Ability to foster teamwork and collaboration within a fast-paced environment.
- A passionate and proactive attitude towards customer service excellence.
**Benefits:**
- Paid sick leave
- Relocation allowance
- Visa sponsorship
**Working Environment:**
At Investagrams, we believe in the power of data to inform decisions and drive strategic initiatives. You will be part of a collaborative environment where your ideas and contributions can significantly impact how we serve our customers.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Investagrams is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
