**Job Title: Support Manager - Remote Work**
**Company: MadEats**
**Location: Taguig, NCR, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
**About MadEats:**
MadEats is a pioneering online food service dedicated to providing quality meal experiences to our customers while fostering a vibrant workplace for our employees. Our mission is to revolutionize how people eat, blending convenience with excellent service. As we continue to grow, we are seeking a passionate and dynamic Support Manager to lead our customer service team in a remote work environment.
**Job Summary:**
As the Support Manager, you will play a crucial role in ensuring that our customers receive exceptional service and support. You will be responsible for managing our customer service operations from a remote setting, overseeing a dedicated team, developing strategies to enhance customer satisfaction, and leading initiatives to streamline support processes. The ideal candidate will exhibit strong leadership skills and a hands-on approach, fostering a motivated and energetic work atmosphere.
**Key Responsibilities:**
- **Team Management:**
- Lead, coach, and develop a remote team of customer service representatives.
- Set clear performance expectations and conduct regular performance evaluations.
- Foster a positive team environment that encourages collaboration and high morale.
- **Customer Support Strategy:**
- Develop and implement customer support strategies that align with company objectives.
- Monitor and analyze support metrics to evaluate performance and implement improvements.
- Identify trends in customer inquiries and develop solutions to address recurring issues.
- **Operational Oversight:**
- Oversee daily operations of the customer support team to ensure timely and effective resolution of customer inquiries.
- Implement and maintain support workflows, processes, and best practices to optimize efficiency.
- Coordinate with other departments, such as marketing and product development, to relay customer feedback and insights.
- **Training and Development:**
- Design and facilitate training programs to enhance team skills, product knowledge, and customer service techniques.
- Create and maintain knowledge base documentation to empower team members with resources.
- **Customer Relationship Management:**
- Serve as an escalation point for complex customer issues and ensure effective resolution.
- Build strong relationships with customers to encourage loyalty and retention.
- **Research and Development:**
- Conduct market research to stay updated on industry trends and best practices in customer support.
- Assess customer needs and preferences through data analysis and surveys to inform service enhancements.
**Requirements:**
- Bachelor's degree in Business Administration, Hospitality Management, or a related field.
- Minimum of 6 years of experience in customer support management, preferably in the food service or e-commerce industry.
- Proven experience in leading a team, with a track record of driving performance improvements.
- Demonstrated ability to analyze data, derive insights, and use findings to improve customer experience.
- Strong problem-solving skills and a proactive approach to addressing challenges.
- Excellent verbal and written communication skills in English.
**Personality Traits:**
- Highly motivated with a passion for delivering exceptional customer service.
- Energetic and enthusiastic, able to inspire and engage team members.
**Soft Skills:**
- Strong leadership abilities with a focus on team empowerment and development.
- Excellent research skills to identify and implement customer service trends and improvements.
**Benefits:**
- Paid overtime for hours worked beyond scheduled part-time commitments.
- Provision of company equipment to ensure you have the tools necessary for success.
- Complimentary gym membership to promote physical well-being.
**Working Environment:**
At MadEats, we value autonomy and independence, trusting our employees to excel in their roles. We encourage innovation and creativity in how work is approached and support a culture where everyone's contributions are recognized and celebrated.
**Application Deadline:**
Please submit your application by **September 20, 2024**.
**Equal Opportunity Statement:**
MadEats 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
