Aptean - Manager - Customer Support

Key Responsibilities:

• Supervise and coordinate day-to-day activities of the customer support team.
• Manage tickets and ticket queues and ensure timely and effective resolution of customer inquiries and issues.
• Lead, mentor, and motivate a team of customer support executives to deliver exceptional service.
• Develop and implement efficient support processes to optimize team performance and scalability.
• Collaborate with cross-functional teams to address escalated issues and improve service delivery.
• Establish and monitor SLAs to meet and exceed customer expectations.
• Analyze support metrics and generate reports to track team performance and identify areas for improvement.
• Build reporting for leadership on key metrics and drive continuous improvement initiatives.
• Develop and maintain a knowledge base for Automeasure, Accelerate, and Beam AI products.
• Experience In Building Learning Management Systems (LMS) Is Required.
• Experience in setup, implementation, and scaling of Freshdesk or similar support platforms.

Requirements:

• Minimum of 3 years working experience in customer support, with at least 2 years in a managerial role.
• Proven experience as a Customer Support Manager in a fast-paced environment.
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Experience in building and optimizing support processes to enhance operational efficiency.
• Exceptional communication and interpersonal skills.
• Ability to analyze data and utilize insights to drive strategic decisions
• -