We are seeking a skilled and experienced Customer Support Manager to lead our customer support team in delivering exceptional service to our salon and spa clients. As a Customer Support Manager, you will be responsible for overseeing all aspects of customer support operations, ensuring customer satisfaction, and maintaining high service standards. You will play a vital role in managing customer inquiries, resolving issues, and fostering positive customer relationships.
- Proven work experience as a Customer Support Manager or similar role, preferably in the salon and spa industry.
- Strong leadership and team management abilities, with a track record of building and developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers and resolve issues effectively.
- Strong problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
- In-depth knowledge of customer service principles and practices, with a focus on providing exceptional customer experiences.
- Proficient in customer support software and systems, with the ability to analyze data and generate insights for improvement.
- Excellent organizational and time management skills to prioritize tasks and meet deadlines.
- A passion for delivering exceptional customer service and promoting customer satisfaction.
- Manage and lead the customer support team, including recruitment, training, performance management, and scheduling.
- Handle escalated customer inquiries and complaints, providing timely resolutions and ensuring customer satisfaction.
- Monitor and analyze customer support metrics, identify trends, and implement strategies for continuous improvement.
- Collaborate with other departments to address customer concerns, streamline processes, and enhance overall customer experience.
- Establish and maintain positive relationships with key customers, understanding their needs and providing personalized support.
- Maintain a strong focus on customer retention, loyalty, and overall customer satisfaction.
- Prepare and present reports on customer support activities, performance, and customer feedback to senior management.