Technical Customer Support Manager

As a Customer Support Manager, you will lead a dynamic team dedicated to delivering exceptional customer experience. Your role is pivotal in ensuring our customers feel valued and heard. You will oversee daily operations, mentor and inspire your team, and implement innovative strategies to enhance customer satisfaction. Your enthusiasm and proactive approach will drive continuous improvement and foster a positive work environment. Join us to make a meaningful impact and help shape the future of customer support!

Key Responsibilities:

• Direct, mentor, and develop a high-performing customer support team.
• Foster a team-centric culture that prioritizes customer satisfaction and continuous improvement.
• Develop and implement strategies to scale and adapt the customer support organization in response to changing business conditions and customer needs.
• Utilize data and analytics to monitor performance, identify trends, and make informed decisions to improve service delivery and optimize spend.
• Champion the voice of the customer within the organization, especially at the senior leadership level.
• Develop and maintain executive communications, providing regular updates on customer support team performance, challenges, and strategic initiatives.
• Collaborate with customer support leadership to establish clear performance expectations for team members.
• Stay abreast of industry trends and emerging technologies to ensure the company remains at the forefront of customer service innovation.
• Drive the adoption of new tools and platforms to improve customer and agent experience.
• Interviewing and onboarding new employees.

Requirements:

 Experience

• Demonstrate exceptional communication and collaboration to influence and align diverse stakeholders.
• Proven experience as a customer support specialist; prior managerial or supervisory experience is advantageous.
• Strong data driven decision making.

Other Knowledge, Skills, Abilities or Certifications:

• Alignment with company values; ability to remain impartial; role model and mentor to team.
• Strong customer service experience and aptitude.
• Exceptional analytical and technical troubleshooting skill and discipline and ability to teach these skills to others.
• Strong process improvement awareness.
• Familiarity with Gastroenterology and Endoscopy workflow.

Education 

• Bachelor’s degree

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