**Job Title:** Remote Customer Support Manager
**Company:** Global Partners
**Location:** Perth, Western Australia, AU
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6+
### **Job Description:**
Global Partners is seeking a dedicated and passionate Remote Customer Support Manager to lead our customer support team and enhance our client experience. You will play a crucial role in ensuring our customers' needs are met in a timely and effective manner while developing strategies to improve service delivery and exceed customer expectations.
### **Key Responsibilities:**
1. **Team Leadership:**
- Manage, mentor, and motivate a remote team of customer support representatives.
- Conduct regular performance reviews and provide constructive feedback to the team.
- Foster a positive and productive team environment by encouraging collaboration and communication.
2. **Customer Support Operations:**
- Oversee daily operations of the customer support department, ensuring a high level of service.
- Monitor and analyze support metrics to identify areas for improvement and ensure that service objectives are achieved.
- Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
3. **Customer Relationship Management:**
- Build and maintain strong relationships with clients, addressing any issues or concerns promptly and effectively.
- Establish a deep understanding of our products and services to effectively assist customers and resolve inquiries.
4. **Innovation and Improvement:**
- Identify opportunities for process improvements and innovation to streamline customer support operations.
- Collaborate with other departments (such as sales and product development) to relay customer feedback and improve the overall client experience.
5. **Training and Development:**
- Design and facilitate training programs for new team members and ongoing training for existing staff.
- Stay updated on industry trends and customer service best practices to keep the team informed and skilled.
6. **Reporting and Analysis:**
- Create and present regular reports on customer support performance, customer feedback, and team productivity.
- Utilize data to make informed decisions and develop strategies for enhancement.
### **Requirements:**
**Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- Minimum of 6 years of experience in customer support management or a similar role.
- Proven track record in managing customer support teams in a remote environment.
**Skills:**
- Strong leadership and team management skills.
- Solid understanding of customer service platforms and technologies.
- Exceptional problem-solving abilities and conflict resolution skills.
- Proficient in data analysis and performance metric interpretation.
**Personality Traits:**
- Dedicated and committed to providing exceptional customer service.
- Passionate about improving customer satisfaction and team performance.
**Soft Skills:**
- Innovative mindset to create solutions for enhancing customer experience.
- Strong planning and organizational skills, with the ability to manage multiple priorities effectively.
### **Benefits:**
- Life insurance
- Profit sharing
- Dental insurance
- Recognition based on performance and merit in a supportive working environment
### **Working Environment:**
At Global Partners, we pride ourselves on recognizing and rewarding individual and team performance. We believe in fostering a diverse and inclusive work culture where every team member is valued for their contributions and can thrive in their roles.
### **Deadline to Apply:**
Please submit your application by **October 4, 2024**.
### **Equal Opportunity Statement:**
Global Partners is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, gender identities, ethnicities, and abilities.
If you are excited about leading a dynamic team and making a significant impact on customer satisfaction, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
