Job Description: Customer Support Manager
Overview
We are seeking an experienced Customer Support Manager to join our team. The ideal candidate will have experience in startups, managing B2C and B2B customer relationships, with expertise in end-to-end customer support processes. This role requires a proactive, customer-focused individual with strong leadership skills and a passion for providing exceptional service.
Job Location: Noida Sector-1
Key Responsibilities
Client Onboarding:
- Guide new clients through the onboarding process, ensuring a smooth transition.
- Provide training and resources to help clients effectively use our products/services.
- Develop and maintain onboarding materials and documentation.
Billing And Renewals
- Manage billing processes, including invoicing, payment collection, and account reconciliation.
- Handle subscription renewals and ensure timely communication with clients regarding renewals.
- Address any billing-related inquiries or issues promptly and accurately.
Customer Support
- Manage and respond to customer queries through various channels, including chat, email, and phone.
- Provide troubleshooting assistance and resolve technical issues efficiently.
- Maintain accurate records of customer interactions and issues in the support system.
Lead Generation
- Identify and generate new leads through customer interactions and support channels.
- Collaborate with the sales team to convert leads into potential clients.
- Track and report on lead generation activities and outcomes.
Coordination With Sales
- Work closely with the sales team to ensure a cohesive customer experience.
- Provide insights and feedback from customer interactions to the sales team.
- Assist in the development of strategies to improve customer acquisition and retention.
Team Leadership And Training
- Lead, mentor, and train the customer support team to deliver excellent service.
- Monitor team performance and provide feedback for continuous improvement.
- Develop and implement customer support policies and procedures.
Reporting And Analysis
- Generate regular reports on customer support activities, billing, renewals, and lead generation.
- Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer experience.
Qualifications
- Bachelors degree in Business Administration, Marketing, or a related field.
- 5+ years in customer support, with 2+ years in a managerial role.
- Experience in startups or small companies, handling B2C and B2B support.
- Strong understanding of support processes and tools.
- Excellent communication and problem-solving skills.
- Proficiency in customer support software and CRM systems.
- Strong proficiency in Excel and MS Word.
- Ability to multitask and respond promptly in a fast-paced environment.
Skills: customer support,communication,customer experience,renewals,team leadership
