About Job

Are you a seasoned support professional looking for a leadership opportunity? As a Support Manager at Kula, you will be responsible for leading a team of five skilled individuals, providing guidance and direction to ensure exceptional customer service experiences. This role requires a high level of expertise in setting up new processes, with experience in developing and implementing new policies, processes, and procedures to enhance our customer service capabilities.

As a Support Manager, you will be the driving force behind our customer success strategy, working closely with cross-functional teams to identify and prioritize areas for improvement. Your expertise will be invaluable in developing, implementing, and optimizing new processes to enhance our customer service capabilities.

Skills & Qualification

• Minimum 5 years of experience in a support management role, with a proven track record of success in leading high-performing teams.

• Experience in setting up and optimizing new processes, with the ability to develop and implement new policies, processes, and procedures to enhance customer service capabilities.

• Exceptional leadership and communication skills, with the ability to motivate and inspire a team of five members.

• Strong analytical and problem-solving skills, with the ability to identify and prioritize areas for improvement.

• Excellent customer service skills, with a passion for delivering exceptional experiences.

• Strategic thinking and planning skills, with the ability to develop and implement customer success strategies.

• Strong technical skills, with experience in using CRM software and other customer service tools.

• Effective conflict resolution and negotiation skills, with the ability to handle complex customer complaints.

• Experience with project management and change management, with the ability to develop and implement new processes to enhance customer service capabilities.

• Data analysis and metrics-driven decision-making skills, with the ability to monitor and analyze customer feedback to inform decision-making and drive improvements.

• Leadership skills, with the ability to motivate and inspire a team of five members and lead them to achieve exceptional customer service experiences.

• Excellent interpersonal and communication skills, with the ability to collaborate with stakeholders to develop and implement customer success strategies.

Responsibilities

• Lead a team of five support agents, providing guidance and direction to ensure exceptional customer service experiences.

• Develop, implement, and optimize new processes to enhance customer service capabilities, with a focus on efficiency, effectiveness, and customer satisfaction.

• Work closely with cross-functional teams to identify and prioritize areas for improvement, using data and metrics to inform decision-making.

• Collaborate with stakeholders to develop and implement customer success strategies, with a focus on customer satisfaction, retention, and growth.

• Monitor and analyze customer feedback, using data to inform decision-making and drive improvements in customer service capabilities.

• Develop and implement training programs to enhance the skills and knowledge of support agents, with a focus on new processes and customer service capabilities.

• Manage and mitigate conflicts with customers, using effective communication and negotiation skills to resolve issues and improve customer satisfaction.

• Develop and implement metrics and dashboards to measure the effectiveness of new processes and customer service capabilities, with a focus on customer satisfaction, retention, and growth.

• Lead and participate in process improvement initiatives, with a focus on efficiency, effectiveness, and customer satisfaction.

• Develop and implement change management strategies to ensure a smooth transition to new processes, with a focus on customer satisfaction, retention, and growth.

• Collaborate with stakeholders to develop and implement customer service metrics and reporting, with a focus on customer satisfaction, retention, and growth.