The Customer Support Manager oversees the Technical Support and Production Support teams, ensuring a high standard of client operational efficiency.
Newly created role overseeing two Support TeamsStrategy and Operation with focus on Customer experience$160k base + super + bonusJob SummaryThe Customer Support Manager oversees the Technical Support and Production Support teams, ensuring a high standard of customer service and operational efficiency for clients in financial sectors.
This role requires a balance of strategic oversight, people management, and technical knowledge to facilitate seamless operations across both support levels. The Customer Support Manager collaborates closely with the Product, Delivery, and Engineering teams to enhance client satisfaction and maintain effective support processes.
Key ResponsibilitiesManage and Oversee Support TeamsLead and supervise the Level 1 Customer Support (Technical Support) team, which is responsible for front-line support through email and live chat, primarily staffed by Japanese employees.Oversee the Level 2 Production Support team, ensuring efficient handling of escalated issues and complex technical resolutions.Develop and implement support processes, establishing clear procedures for incident prioritization, escalation, and resolution to maintain a high standard of service.Support Strategy and Performance MonitoringDefine and manage KPIs related to customer service metrics, including response times, resolution times, and customer satisfaction scores.Regularly produce and review performance reports, tracking ticket trends, response rates, and resolution efficiency.Identify areas for improvement within both teams and drive initiatives to enhance productivity and customer experience.Collaborate with Cross-Functional TeamsWork closely with Product, Delivery, and Engineering teams to provide feedback on recurring issues, client needs, and platform enhancements.Engage in project planning and implementation, ensuring alignment between customer support objectives and broader company goals.Collaborate on incident management, working with technical teams to resolve high-severity issues and minimize downtime for clients.Technical Oversight and Process ImprovementEstablish best practices in production support to handle issues effectively, leveraging skills such as advanced database query writing, log analysis, and application debugging.Participate in on-call rotations, handling urgent technical incidents and coordinating efforts to restore system functionality.Drive continuous process improvements in support systems, utilizing tools and methodologies for system monitoring, incident response, and post-incident analysis.Team Development and MentorshipMentor team members in both Technical Support and Production Support, fostering skill development and ensuring adherence to best practices.Provide training on technical troubleshooting, customer service excellence, and platform knowledge to support team growth and client satisfaction.Act as an escalation point for complex support inquiries, providing guidance and technical insights to resolve critical issues.Required Experience and SkillsExperience: At least 5 years of experience in customer support, ideally within software development or technical support environment.Industry Knowledge: Experience in the banking, finance, or trading sectors is preferred, along with familiarity with trading platforms or payment solutions.Technical Skills:Proficiency in system operations, production support, and technical troubleshooting.Strong abilities in database querying, log analysis (e.g., New Relic), and code debugging.Familiarity with production monitoring tools and best practices in incident response.Leadership and People Management: Demonstrated experience managing and mentoring support teams, with an emphasis on customer service excellence and technical skill development.Communication and Collaboration: Excellent verbal and written communication skills, with the ability to interact effectively with cross-functional teams and manage client relationships.Cultural Awareness: While Japanese language proficiency is not required, an understanding of Japanese work culture and customer expectations is beneficial for supporting and guiding teams.DesirableCore knowledge in programming languages such as .NET and PHP.Key CompetenciesStrategic Thinking: Ability to oversee support operations and drive process improvements aligned with company goals.Problem Solving: Skilled in analyzing complex technical issues and leading swift resolution efforts.Customer Focus: Commitment to providing high-quality service and ensuring positive client experiences.Adaptability: Comfortable working in a fast-paced, high-pressure environment, especially during critical incidents.This role requires a motivated individual who can balance technical expertise with people management to ensure efficient support operations and client satisfaction.
The Customer Support Manager will play a critical role in maintaining operational stability and enhancing the company's support framework to meet evolving client needs.
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