Online Customer Support Manager

Job Description:

Google Ireland is seeking a dedicated and hardworking Online Customer Support Manager to join our team in Cork. As the Online Customer Support Manager, you will be responsible for managing a team of customer support representatives and ensuring the highest level of service for our online customers.

Responsibilities: 1. Oversee and manage a team of customer support representatives, providing guidance, support, and training as needed. 2. Develop and implement strategies to improve customer support processes and enhance the overall customer experience. 3. Monitor customer support metrics and KPIs to identify areas for improvement and implement corrective actions. 4. Collaborate with cross-functional teams to address customer issues and escalate as needed. 5. Stay up-to-date on industry trends and best practices in online customer support to continuously improve processes and services. 6. Conduct regular performance reviews and provide feedback to team members to drive professional growth and development. 7. Handle escalated customer inquiries and provide timely and effective resolutions. 8. Ensure compliance with company policies and procedures related to customer support. 9. Collaborate with the marketing team to develop customer engagement strategies and promote brand loyalty. 10. Utilize strategic planning and innovation to drive continuous improvement and efficiency within the customer support department.

Requirements: 1. 7+ years of experience in customer support, preferably in an online environment. 2. Proven experience in managing a customer support team and driving operational excellence. 3. Strong communication and interpersonal skills. 4. Ability to work in a fast-paced environment and handle multiple priorities simultaneously. 5. Proficiency in customer support software and tools. 6. Strategic planning and innovation skills. 7. Bachelor's degree in business, marketing, or a related field.

Benefits: - Profit sharing - Visa sponsorship - Travel & spending expenses

Equal Opportunity Statement: Google Ireland is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without regard to any of these factors.

How to apply:

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