We are seeking a highly skilled and experienced Customer Support Manager to oversee our customer support operations. The ideal candidate will have strong knowledge of Einvoice and Eway bill processes and validations, as well as experience in managing a support team and achieving company SLAs. The Customer Support Manager will be responsible for handling client queries and scenarios, managing a team of support staff, and ensuring timely resolution of customer issues.
Responsibilities:
1. Develop and maintain a thorough understanding of Einvoice and Eway bill processes and validations.
2. Handle and resolve client queries and scenarios effectively and efficiently.
3. Manage and lead a support team of at least 8 people, providing guidance, coaching, and support as needed.
4. Work collaboratively with the team to achieve company SLAs and performance metrics.
5. Handle and manage client pressure situations with professionalism and tact.
6. Demonstrate strong communication and interpersonal skills, both verbal and written.
7. Provide guidance and direction to the team to ensure tasks are completed on time and in accordance with SLAs.
8. Utilize experience in task management and tracking to effectively prioritize and allocate resources.
9. Manage high workloads and crisis situations effectively, ensuring that customer support operations continue to run smoothly.
10. Monitor and evaluate team performance, providing feedback and implementing improvements as necessary.
Qualifications:
1. Bachelors degree in a relevant field (Business, Management, or related discipline).
2. Minimum of 4 years of experience in a customer support or client-facing role, with demonstrated knowled
