**Job Title:** Customer Support Manager - Remote Work
**Company:** Jacobs Engineering Group
**Location:** Sydney, New South Wales, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**About Jacobs Engineering Group:**
Jacobs Engineering Group is a global leader in engineering and construction services, dedicated to delivering exceptional solutions that empower communities and organizations. We believe in the power of engineering, creativity, and innovation to solve complex challenges. Join us to be part of a company that pioneers change and sets industry benchmarks.
**Job Summary:**
We are seeking a passionate and driven Customer Support Manager to lead our remote support team in Sydney, Australia. This part-time role requires an individual with at least seven years of experience in customer support or service management, who can work independently while fostering a collaborative environment. The ideal candidate will possess exceptional emotional intelligence, excellent time management skills, and the ability to motivate a diverse team to surpass customer expectations.
**Key Responsibilities:**
- **Team Leadership:** Mentor, train, and oversee the customer support team to ensure high morale and professional development. Establish clear performance expectations, and conduct regular performance reviews.
- **Customer Relationship Management:** Develop and maintain strong relationships with clients to understand their needs, resolve issues expediently, and enhance their overall experience with our services.
- **Performance Metrics:** Monitor, analyze, and report on customer support metrics and KPIs to assess areas for improvement. Use data insights to implement strategic initiatives that enhance service quality.
- **Policy Development:** Develop, implement, and refine customer support policies and procedures. Ensure consistency in service delivery and compliance with company standards.
- **Issue Resolution:** Address escalated customer complaints and complex issues effectively, demonstrating empathy and a commitment to customer satisfaction.
- **Collaboration:** Work closely with cross-functional teams including sales, marketing, and product development to ensure a seamless customer journey and feedback loop for product improvements.
- **Training Programs:** Design and implement training programs that promote a customer-centric culture and equip team members with the skills they need to excel in their roles.
- **Remote Work Dynamics:** Manage remote workflows and team dynamics effectively, ensuring that team members feel engaged and valued despite physical distance.
**Requirements:**
- **Educational Background:** Bachelor's degree in Business Administration, Communications, or a related field. Relevant certifications in customer service management are a plus.
- **Experience:** Minimum of 7 years of experience in customer support or service management, with at least 3 years in a leadership role managing a remote team.
- **Personality Traits:**
- Driven—self-motivated and enthusiastic about achieving both personal and team goals.
- Independent—comfortable working autonomously while being a collaborative team player.
- **Soft Skills:**
- Emotional Intelligence—ability to understand and manage your emotions, as well as recognize and influence the emotional states of others.
- Time Management—proficient in prioritizing tasks effectively and managing multiple responsibilities in a fast-paced environment.
- **Technical Skills:** Proficient in CRM software, customer support platforms, and Microsoft Office Suite. Familiarity with data analysis tools would be advantageous.
- **Communication Skills:** Exceptional written and verbal communication skills are essential, with the ability to convey complex information in an understandable manner.
- **Work Environment:** Digital-savvy and adaptable, thriving in a remote work culture where collaboration and communication are key.
**Benefits:**
- Visa sponsorship for qualified candidates
- Free accommodation during the relocation process
- Relocation allowance to support your move to Sydney, NSW
**Application Deadline:**
Please submit your application by ********** **.
**Equal Opportunity Statement:**
Jacobs Engineering Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage applications from those who reflect diverse backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
