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Customer Support Operations Manager
1 week ago
We are seeking an experienced Customer Support Operations Manager to join our team at Tabby. In this role, you will be responsible for optimizing and standardizing customer and partner support operations.
- You will analyze, design, and implement process improvements to enhance efficiency, consistency, and customer satisfaction.
- A strong background in customer support is essential for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.
Responsibilities:
Process Enhancement- Apply your knowledge of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
- Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
- Design and implement process enhancements that enhance efficiency, consistency, and customer satisfaction.
- Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
- Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
- Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process enhancements with organizational goals.
- Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
