Customer Support Manager

Your duties will include:

• Leading, mentoring, and motivating the customer support team to achieve performance targets.
• Developing training programs to improve team skills in customer interaction and issue resolution.
• Managing team shifts to ensure continuous coverage across all customer support channels.
• Supervising day-to-day customer service activities across email, chat, phone, and social media channels.
• Resolving escalated customer issues promptly and professionally.
• Analyzing customer inquiries to identify trends and recommend process and policy enhancements.
• Collaborating closely with e-commerce, marketing, and logistics teams to address customer concerns promptly and enhance the shopping experience.
• Maintaining and managing tools and platforms for monitoring and improving customer support activities.
• Acting as a bridge between customer support and other departments to ensure alignment and efficiency.
• Developing and executing strategies to enhance customer satisfaction and retention.
• Monitoring key performance indicators like response times, resolution rates, and customer satisfaction scores.
• Generating regular reports for senior management with actionable insights.

Qualifications:

• Demonstrated experience in a leadership position within customer support, preferably in e-commerce or fashion retail.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in customer support software and familiarity with tools for managing customer service activities.
• Ability to multitask and prioritize in a fast-paced environment.
• Passion for men's fashion and knowledge of apparel trends is advantageous.

This is a full-time position with benefits such as cell phone reimbursement, health insurance, and Provident Fund. The work schedule is during day shifts with additional performance and yearly bonuses. The work location is in person.,