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Customer Support Operations Manager
1 week ago
The Customer Support Operations Manager role at Tabby is a critical position that requires a seasoned customer support professional to lead the optimization and standardization of customer and partner support operations. As a key member of our team, you will drive process improvements that enhance customer satisfaction and operational efficiency.
Key Responsibilities- Team Leadership: Manage and mentor a team of 2-3 Process Analysts, providing guidance and support to ensure high performance and professional growth.
- Culture Development: Foster a culture of continuous improvement and customer-centricity within the team.
- Process Analysis: Oversee the analysis of existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
- Best Practices: Leverage your deep understanding of customer support best practices to guide the team in designing processes that improve customer satisfaction and resolve pain points.
- Procedure Creation: Lead the creation and maintenance of formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
- Procedure Maintenance: Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
- Stakeholder Management: Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
- CRM Tool Development: Represent the team in discussions with Product to contribute to CRM tool development and ensure the tool aligns with customer support requirements.
