**Job Title**: Support Manager - Remote Work
**Company**: Avion School
**Location**: Antipolo, Calabarzon, PH
**Job Type**: Full-time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 7
**Application Deadline**: October 29, 2024
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### Job Description
Avion School is seeking a highly skilled and motivated Support Manager to join our dynamic team in a fully remote environment. With a commitment to excellence and innovation, Avion School offers exceptional educational experiences that challenge norms and encourage bold thinking. The Support Manager will play a pivotal role in ensuring our customer service operations are effective and that our teams are supported in achieving their goals.
As a Support Manager, you will lead a team of support staff, focus on enhancing the quality of services offered to our clients, and drive continuous improvement in support processes.
### Key Responsibilities
- **Team Leadership**:
- Oversee, mentor, and develop a team of support representatives, ensuring high performance and job satisfaction.
- Set clear objectives, KPIs, and team goals aligned with the company's strategic vision.
- Conduct regular one-on-ones, performance reviews, and team-building activities to foster collaboration and engagement.
- **Customer Service Excellence**:
- Establish and communicate standards for customer service quality and customer engagement.
- Address escalated customer inquiries and complaints with a strong emphasis on problem resolution, ensuring a high level of satisfaction.
- Maintain customer loyalty by proactively ensuring issues are resolved and needs are met.
- **Process Improvement**:
- Evaluate current support processes and systems for efficiency and effectiveness, identifying areas for improvement.
- Develop and implement strategies to enhance support operations, including workflows, tools, and technologies.
- Collaborate with cross-functional teams (such as IT and product development) to integrate customer feedback into service improvements.
- **Reporting & Metrics**:
- Monitor and report on support metrics and customer feedback, providing insights and recommendations for continuous improvement.
- Analyze data to identify trends, areas of concern, and opportunities for service enhancements.
- Prepare and present reports to senior management on support performance, challenges, and successes.
- **Training & Development**:
- Design, implement, and oversee training programs for new hires and ongoing training for existing staff, ensuring adherence to best practices in customer support.
- Foster an environment of creativity and cooperation where support staff feel empowered to enhance customer interactions.
### Requirements
- **Education & Experience**:
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 7 years of experience in customer service or support management, preferably in a remote setting.
- **Technical Skills**:
- Proficient in customer service software, helpdesk tools, and Microsoft Office Suite.
- Familiarity with CRM systems and data analysis tools is a plus.
- **Personality Traits**:
- Confident in decision-making and problem-solving, while demonstrating strong integrity and ethical standards.
- Driven to meet challenges and improve processes, with a passion for excellent customer service.
- **Soft Skills**:
- Strong cooperation skills, with the ability to promote teamwork and collaboration within and across teams.
- Creative thinker able to develop innovative solutions for customer support challenges.
### Benefits
- Free accommodation to facilitate a comfortable work-from-home experience.
- Comprehensive medical coverage ensuring your health and well-being.
- Company transportation benefits to ease your commuting needs when required.
### Working Environment
At Avion School, we embrace a culture that challenges norms and encourages bold thinking. We value creativity, collaboration, and innovation, providing an environment where every team member can thrive and contribute to our mission of delivering exceptional education and support.
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### Equal Opportunity Statement
Avion School 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.