Implementation Manager

Job Title: Support Manager Job Description: We are seeking a highly skilled and experienced Support Manager to lead our customer support team, ensuring the highest levels of client satisfaction and support excellence. This pivotal role involves managing our support operations, improving support processes, and enhancing customer experience with our products and services. The Support Manager will be instrumental in developing strategies for effective customer service, overseeing the resolution of complex issues, and maintaining a highperformance support team. Key Responsibilities: • Leadership and Management: Lead a team of support specialists, setting high-performance standards, conducting regular reviews, and fostering a culture of continuous improvement and excellence in customer service. • Client Support and Satisfaction: Ensure that all client support requests are handled efficiently and effectively, with a focus on resolving issues to the client’s satisfaction. Develop and maintain strong relationships with clients, understanding their needs and feedback to improve service delivery. • Process Improvement: Continuously evaluate and improve support processes and tools to enhance team efficiency and effectiveness. Implement best practices in customer support, leveraging technology and innovative solutions to streamline operations. • Training and Development: Develop and execute a comprehensive training program for the support team, ensuring they possess the necessary product knowledge and customer service skills to excel in their roles. • Performance Metrics and Reporting: Establish and monitor key performance indicators for the support team, reporting on metrics related to customer satisfaction, resolution times, and team efficiency. Use data to drive decisions and improve service levels. Desired Profile: • Bachelor’s Degree in Business Administration, Information Technology, or related fields. • 4-5 years of experience in a support management or team lead role, preferably in a technology or SaaS environment. • Proven track record of leading support teams to achieve exceptional customer service standards. • Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment. • Excellent communication and interpersonal skills, focusing on building relationships with customers and team members. • Experience in process improvement, training development, and performance management. • Ambitious, self-motivated individual with a strong desire to grow with the company. Experience: • 4 to 5 years of relevant experience in customer support or service management. Ideal Candidate: The ideal candidate for this position is a dynamic and proactive support leader, with extensive experience managing customer support teams in a tech or SaaS company. This individual excels in creating and maintaining a high-energy, customer-focused team environment, with a keen eye for process optimization and team development. Strong analytical skills to interpret performance data and drive continuous improvement are essential. The candidate should be passionate about delivering unparalleled customer service, with the ability to inspire and lead teams towards achieving excellence in all aspects of customer support