Customer Success Manager
4 weeks ago
An incredible opportunity to work at one of the biggest app publishers in the world. Bitsmedia is the developer and publisher of Muslim Pro – the world's most popular Muslim lifestyle app; the digital home for all things Muslim.
With over 150 million global downloads, Muslim Pro holds the top position among mobile apps in the lifestyle category in Singapore and Southeast Asia, based on cumulative downloads as of May 2023. Bitsmedia is also the developer of Qalbox, a Muslim entertainment streaming service which hosts an extensive and diverse library of Muslim content – from films, documentaries, children's edutainment to TV and original series.
Headquartered in Singapore, the company also has satellite offices in Kuala Lumpur (Malaysia) and Jakarta (Indonesia). We are committed to equal employment opportunities regardless of race or religion. Our current dynamic and diverse team includes staff of 16 nationalities.
About the role:
We are seeking a dynamic and proactive Customer Support Manager to join our Customer Support team, based in Kuala Lumpur, Malaysia. The chosen candidate will be responsible for overseeing the direction, coordination, quality, and productivity of the Customer Support team.
This position is well-suited for a highly self-motivated individual with significant team management experience in a customer support environment. The ideal candidate should be passionate about delivering exceptional customer service and possess a track record of motivating teams and driving performance improvements.
Key Responsibilities:
- Lead a team responsible for all levels of customer support, responding timely to user's tickets, reviews with speed and in compliance with internal and external policies etc.
- Directly supervises customer support team, inclusive of training, planning, coaching, assigning, directing work, and appraising performance.
- Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter-term delivery yield improvement initiatives.
- Develop and implement customer support policies and procedures to support new business initiatives and to improve team efficiency
- Analyze user data and generate monthly/weekly customer support reports with clear monitoring of team and individual KPIs
- Review and track user issues, handle complex and escalated customer support issues from the team
- Oversee the creation and maintenance of knowledge bases, ensuring it is accurate, up-to-date and user-friendlyCoordinate and manage customer support projects and initiatives
- Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team and user satisfaction
- Know the company's products or service inside out to properly educate and communicate effectively to users and internal stakeholders with a variety of personalities and technical backgrounds.
- Keep ahead of industry's developments and apply best practices to areas of improvement
Qualifications and requirements:
- Diploma/Degree holder with minimum 4 years of customer service management experience, 2 years or above experience in leading a team
- Strong customer-orientation with good interpersonal, negotiation, written and verbal communication.
- Knowledge of customer service practices and updated with market trends
- Well-organized, with a high attention to detail
- Proven organisational, project management skills, analytical and effective problem resolution skills
- An excellent team player that possess the supervisory skills and experience to effectively lead and manage a team
- Familiar with Zendesk and social media platforms (Facebook, Twitter, Instagram)
- Basic knowledge of the mobile apps eco-system is a plus
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