Customer Support Manager

Job Description:

Hatch is seeking a dedicated and passionate Customer Support Manager to join our team in Vancouver, British Columbia, CA on a part-time basis. As a mid-to-senior level professional with at least 6 years of experience in customer support, you will be responsible for managing a team of customer support representatives and ensuring exceptional service delivery to our customers.

Responsibilities: 1. Manage and supervise a team of customer support representatives, providing guidance, coaching, and mentorship. 2. Develop and implement customer support policies and procedures to ensure timely and effective resolution of customer issues. 3. Monitor team performance and KPIs to ensure targets are met or exceeded. 4. Collaborate with other departments such as sales, marketing, and product development to enhance the overall customer experience. 5. Handle escalations and complex customer inquiries, demonstrating strong problem-solving skills. 6. Analyze customer support data and feedback to identify trends and recommend improvements to processes. 7. Lead regular team meetings and training sessions to enhance product knowledge and customer service skills. 8. Foster a positive and inclusive work environment that values teamwork, communication, and collaboration.

Requirements: 1. Bachelor's degree in a related field preferred. 2. 6+ years of experience in customer support, with at least 2 years in a management or supervisory role. 3. Proven track record of meeting or exceeding customer service targets and KPIs. 4. Strong leadership and people management skills. 5. Excellent communication and interpersonal skills. 6. Ability to work under pressure and handle multiple tasks simultaneously. 7. Proficiency in customer support software and tools. 8. A passion for customer service and a dedication to customer satisfaction.

Benefits: 1. Vision insurance 2. Visa sponsorship 3. Paid Time Off (PTO)

Working Environment: At Hatch, we inject a sense of joy and vibrancy into our work environment. We believe in creating a positive and supportive culture where every team member feels valued and motivated to do their best work.

Equal Opportunity Statement: Hatch is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected.

Deadline to apply: 2024-04-15

Join our team and help us deliver exceptional customer support to our valued customers! Apply now to become a part of our dynamic and growing company.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.