**Job Title:** Support Manager - Remote Work
**Company:** ChatGenie
**Location:** Caloocan, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Experience Required:** 6 Years
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**Job Description:**
Are you ready to take your career to the next level in a dynamic and innovative environment? ChatGenie is seeking an experienced and dedicated Support Manager to join our remote team. This part-time position is ideal for someone who thrives in a fast-paced workplace, values creativity, and is passionate about providing exceptional support to our clients.
**Responsibilities:**
1. **Team Leadership and Mentorship:**
- Supervise and mentor a team of support representatives, fostering an atmosphere of continuous learning and improvement.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Assist in coaching staff on effective communication skills to enhance customer interactions.
2. **Customer Support Excellence:**
- Develop, implement, and maintain support strategies that enhance customer satisfaction and loyalty.
- Manage escalated customer inquiries and resolve complex issues in a timely and effective manner.
- Analyze customer feedback and metrics to identify trends, create action plans, and implement necessary changes.
3. **Training and Development:**
- Design comprehensive training programs for new hires as well as ongoing training for existing staff.
- Ensure that best practices in support processes are documented and communicated to the team.
- Stay abreast of industry trends to identify opportunities for improvement and innovation within the support function.
4. **Operational Support:**
- Assist in the development and management of support-related KPIs and metrics to measure team performance.
- Collaborate with product and engineering departments to relay customer feedback and advocate for product improvements.
- Maintain accurate records of customer interactions and transactions in our support system.
5. **Reporting and Analysis:**
- Generate reports on support metrics and performance for senior management, identifying areas for growth.
- Provide insights and recommendations based on data analysis to enhance overall service delivery.
6. **Cross-Functional Collaboration:**
- Work closely with other departments (Sales, Marketing, Product Development) to ensure a seamless customer experience.
- Participate in team meetings and strategic planning sessions to contribute to organizational goals.
7. **Resource Management:**
- Manage budgets for the support team, ensuring proper allocation of resources.
- Evaluate and recommend tools and technologies to improve support processes and customer experience.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer support or management, with at least 2 years in a leadership role.
- **Technical Skills:**
- Proficiency in customer support software (e.g., Zendesk, Freshdesk) and CRM tools.
- Strong understanding of support metrics and analytics.
- **Personality Traits:**
- Energetic and engaging demeanor with a passion for customer service.
- Independent thinker with the ability to work autonomously and manage time effectively.
- **Soft Skills:**
- Exceptional presentation skills with the ability to communicate complex ideas clearly.
- Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
**Benefits:**
- Disability insurance
- Coverage for travel and spending expenses
- Joining Bonus for successful applicants
**Working Environment:**
At ChatGenie, we embrace creativity and are committed to cultivating a culture that values fresh ideas and inventive solutions. We believe that a diverse team enhances innovation, and we encourage individuals from all backgrounds to apply.
**Application Deadline:** October 4, 2024
**Equal Opportunity Statement:**
ChatGenie 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, sexual orientation, gender identity, or national origin.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
