Customer Support Operations Manager

Role: Customer Support Manager (Hybrid, Tel Aviv)

Overview:

Tempdrop customer support is dedicated to ensuring customer satisfaction through high-quality service, adherence to best practices, and compliance with regulations. This role is crucial in maintaining and improving the team's performance and efficiency.

Reports to: CEO

Responsibilities:

• Team Leadership & Management

Ensure the team’s work meets quality standards and adheres to best practices, procedures, and regulations.

Foster a culture of continuous improvement by regularly reviewing and optimizing ticket handling, processes, and workflows.

Maintain regular communication with team members, including team meetings and one-on-one check-ins.

Allocate tasks and responsibilities based on team members’ skills and workload capacity (including rostering).

Handle escalated customer issues efficiently and effectively.

Address and resolve any internal team conflicts.

• Performance & Development

Set and monitor KPIs) to ensure team objectives are met.

Evaluate and manage team performance through regular assessments.

Implement training sessions as needed to enhance team skills and knowledge.

• Knowledge Management

Maintain a comprehensive knowledge base or documentation system for common customer issues and resolutions.

• Metrics & Analysis

Analyze customer support metrics and reports to identify trends, areas for improvement, and opportunities for efficiency gains.

Implement tools and changes that improve processes and ticket handling, strengthening the team’s ability to support customers.

• Compliance & Quality Management

Work with the company’s Quality Assurance (QA) and Regulatory Affairs (RA) team within a Quality Management System (QMS).

Collect and communicate customer feedback, especially regarding quality and compliance, to the QA/RA team.

Oversee the resolution of customer complaints related to product quality and compliance, collaborating with QA/RA to investigate issues, implement corrective actions, and communicate resolutions to customers.

Additional Responsibilities:

Act as an advocate for customers, ensuring their needs and concerns are prioritized.

Liaise with other departments (e.g., Product, Sales, Marketing) to ensure a seamless customer experience.

Stay updated with trends and best practices, bringing forth innovative solutions to enhance customer support.

Qualifications:

Minimum of 5 years of experience in customer service

At least 2 years of CS team management experience

Strong leadership and communication skills

Ability to work independently and remotely

Extremely high-level English

How to Apply

Please send your resume and a short introduction about why you’re the perfect fit for this role to [email protected]