• Lead and manage a team of customer support agents to deliver excellent customer service
• Develop and implement policies and procedures to ensure that customer support processes are efficient and effective
• Monitor customer support performance, identify areas for improvement, and develop plans to address any issues
• Collaborate with cross-functional teams such as product, marketing, and sales to improve the customer experience
• Ensure that customer support is aligned with overall business goals and objectives
• Manage customer support budget and resources to maximize efficiency
• Stay up-to-date with industry trends and best practices in customer support and implement new strategies as appropriate
• Provide training and development opportunities for customer support team members

Job Specifications:

• Master’s degree (Ph.D. preferred) in Business Administration, Project Management, Public Relations, Psychology, Information Systems, International Relations, Information Technology, or any other related field
• 10+ years of experience leading a customer support team
• Strong leadership, coaching, and mentoring skills
• Excellent verbal and written communication skills, including active listening and empathy
• Proven ability to handle difficult customer situations and drive customer satisfaction
• Strong analytical and problem-solving skills
• Knowledge of customer service software and tools
• Experience with process improvement and project management methodologies is a plus