Customer Support Manager

We are seeking a proactive and experienced Customer Support Manager to lead our customer support operations. This role is critical in ensuring users receive top-tier support through Zendesk and that our support team functions efficiently and professionally. You will be responsible for overseeing daily operations, building and mentoring a high-performing team of agents, and continuously improving our support systems and processes.

Key Responsibilities

• Lead and manage the Customer Support team, ensuring high performance, consistency, and alignment with company values and service standards.
• Recruit, hire, and onboard new Customer Support Agents to meet operational needs.
• Develop and implement training programs to ensure agents are knowledgeable, confident, and capable of delivering exceptional service.
• Monitor team performance, provide coaching and feedback, conduct evaluations, and foster a supportive, goal-oriented work environment.
• Oversee and optimize the Zendesk support platform, including upgrading features, customizing workflows, and identifying improvements to enhance system efficiency and agent productivity.
• Respond to escalated customer inquiries via Zendesk, ensuring prompt, accurate, and empathetic resolution of issues.
• Troubleshoot and guide agents in resolving a wide range of issues, including account management, payments, technical problems, and navigation support.
• Collaborate cross-functionally with product, marketing, and operations teams to escalate complex issues and relay actionable customer feedback.
• Collect, analyze, and report customer insights to help improve products and services.
• Ensure the team remains informed on the latest features, updates, and promotions to provide accurate and timely assistance.
• Continuously analyze customer support metrics and implement strategies to improve response times, customer satisfaction, and overall team performance.
• Promote a culture of continuous improvement, innovation, and customer focus across all support operations.

Requirements

• 2–3 years of experience in customer support, with at least some managerial or team lead responsibility.
• Technical mindset and strong computer literacy.
• Experience working with Zendesk (advantage).
• Proven customer support experience with excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to make quick, sound decisions.
• Proficiency in using customer service software, databases, and tools.
• Experience in a B2C / Gaming environment – advantage.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Commitment to maintaining the highest standards of privacy and confidentiality.