As part of our continued expansion, we're looking for a motivated, customer-facing, and experienced Customer Support Manager to join our team based in India.
The individual will be solely customer-facing and responsible for building and maintaining strong customer relationships and improving our services to maintain customer satisfaction. Also, possess soft skills such as attention to detail, teamwork, leadership qualities, team management and excellent written and verbal communication. Moreover, great customer service and strong organizational and problem-solving skills.
The Role
As a Customer Support Manager, you will be responsible for:
- The service delivery associate will report directly to the Manager of Service Delivery.
- Directly managing assigned client relationship(s); ensure delivery quality and timeliness.
- Developing and maintaining strong relationships at a strategic and operational level with assigned clients.
- Maintaining 100% customer health scoring based on product usage, customer satisfaction surveys, and other key metrics that indicate customer engagement and success.
- Contributing to new processes procedures/overall governance within relative to Customer Experience.
- Traveling domestically and internationally to customer locations and/or to company's office locations may be required.
- Dedication to being flexible, adaptive, and proactive in meet customer requirements. Working extended hours may be required on occasion. Weekend/Public Holidays may also be required on occasion.
- Bridging the gap between sales and customer support.
- Fostering a customer-centric environment.
- Taking Ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Scheduling, preparing for, and lead quarterly/annual business review meetings and technical workshops with clients and lead other meetings.
- Scheduling and leading regular client status meetings for assigned clients to ensure excellent customer service.
- Advocating for customers interests, ensuring their concerns are addressed with professionalism.
- Managing sensitive and sometimes confidential information.
- Multitasking, prioritizing multiple tasks at the same time, and be responsive to internal and external customers in a timely manner.
Knowledge, Skills, Qualifications & Experience:
- Bachelor's degree or equivalent certifications in a business or technical field.
- 8+ years experience in customer service or customer support roles, including managing escalations, required.
- Excellent English communication skills (oral, written & presentation).
- Excellent client communication and presentation skills including listening skills, and fluency in English (spoken and written).
- Spanish native or proficiently (oral, written, & presentation) desirable.
- Proactive nature, service-minded and a natural drive for problem solving, enthusiastic, committed, result-oriented, and able to thrive under pressure.
- Project Management skills is desirable.
- Experience and knowledge within the iGaming industry is desirable.
Attributes:
The candidate should possess soft skills such as attention to detail, excellent communication, teamwork, leadership qualities, great customer service, strong organizational, and problem-solving skills
