**Job Title:** Support Manager - Remote Work
**Company:** BeamAndGo
**Location:** Quezon City, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 7
### **Job Description**
Join BeamAndGo as a Support Manager and play a crucial role in ensuring our customers receive the highest level of service. As a part of our dynamic team, you will be responsible for managing customer support operations, driving team performance, and implementing strategies that enhance the customer experience. We are searching for a resilient and independent leader who can thrive in a remote work environment, infusing our culture with joy and vibrancy.
### **Key Responsibilities**
- **Customer Support Oversight:** Lead and manage a remote support team to ensure all customer inquiries are handled efficiently and effectively. Monitor service levels and manage team performance metrics to achieve key performance indicators (KPIs).
- **Team Development:** Conduct training programs and workshops for team members to enhance service skills and product knowledge. Provide continuous coaching and feedback to strengthen individual and team performance.
- **Customer Interaction:** Handle escalated customer inquiries and complaints, ensuring resolution is achieved with a high degree of professionalism and empathy. Serve as a point of contact for high-value clients.
- **Process Improvement:** Identify gaps and inefficiencies in the current support processes. Collaborate with cross-functional teams to design and implement effective strategies that improve customer satisfaction and team productivity.
- **Strategy Implementation:** Assist in the development and implementation of customer service strategies aligned with the company's mission and values. Analyze customer feedback and data to drive strategic decision-making.
- **Reporting and Analysis:** Generate and present reports on team performance, customer satisfaction, and support trends to senior management. Use data-driven insights to propose solutions for ongoing improvements.
- **Tools & Technologies:** Utilize customer support software and platforms to manage customer interactions and streamline processes. Stay updated on new tools that can enhance the customer support experience.
- **Culture Advocacy:** Actively contribute to a positive and vibrant team culture. Facilitate team-building activities and foster an engaging environment that boosts morale and collaboration.
### **Requirements**
- **Experience:** Minimum of 7 years of experience in customer support, with at least 3 years in a management or leadership role.
- **Education:** Bachelor's degree in Business Administration, Management, or a related field preferred.
- **Technical Skills:** Proficiency in customer support software (e.g., Zendesk, Freshdesk) and Microsoft Office Suite. Familiarity with data analysis tools is a plus.
- **Personality Traits:**
- **Resilient:** Ability to handle challenging situations with grace and maintain composure under pressure.
- **Independent:** Self-motivated and capable of working autonomously in a remote setting.
- **Soft Skills:**
- **Attention to Detail:** Skillful in identifying issues and ensuring accuracy in all customer interactions.
- **Adaptability:** Flexibility to adjust to changing situations and manage multiple priorities effectively.
### **Benefits**
- Company transportation options for work-related travel.
- Provision of necessary company equipment for remote work.
- Vision insurance coverage to support your personal health needs.
### **Working Environment**
At BeamAndGo, we believe in creating an engaging and energetic work atmosphere. Our commitment to fostering joy and vibrancy in our workplace is reflected in our team interactions and initiatives. As a Support Manager, you will have a unique opportunity to influence and uplift the team spirit, ensuring that our mission resonates throughout our customer engagements.
### **Application Process**
Interested candidates are invited to apply by submitting their resume and a cover letter detailing their relevant experience and explaining why they are a good fit for the role.
**Deadline to Apply:** ********
**Equal Opportunity Statement**
BeamAndGo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, gender expression, sexual orientation, national origin, age, disability, or any other characteristic protected by local laws.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
