L1 Customer Support Team Manager

3 weeks ago

Malaysia Toku Pte Ltd Full time

Toku’s mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.

Want to be part of our journey?

**What will you be doing?**
- Manage and coach a team of support professionals, supporting them and helping to remove roadblocks as needed.
- Coach support professionals to deliver on KPI/Metric targets while consistently developing new initiatives or iterating on existing processes to drive success. Coaching is 50% of the role.
- Expedite advanced customer issues, reduce first reply time and full resolution time, and actively monitor and address all escalations as needed.
- Analyze long-term trends and work with Managers on hitting key performance metric targets to ensure customer satisfaction.
- Manage team allocations, schedule, people expectations, and career development opportunities.
- Collaborate with senior leadership teams to proactively drive service improvements and manage projects.
- Consistently drive teams towards higher performance and quality expectations and champion a philosophy of continuous improvement.
- Communicate and work with a global peer group to maintain consistency in delivering the best experience for the customer.
- Hire and develop new Support Professionals.
- Lead weekly team meetings to ensure team understanding of company initiatives.
- Be part of the escalation process to handle customer issues with the highest sense of urgency.
- Conduct QA evaluations and provide coaching feedback to team members. Remain calibrated with the Quality team and other managers.
- Drive product change and improvement through continuous feedback and exposure to projects.
- Liaise with internal departments and help them be successful in their roles in resolving customer issues.
- Build reports that will help prioritize agent, operational, and product improvement activities
- Create and maintain a comprehensive knowledge base and documentation library to facilitate efficient issue resolution and enable self-service options for customers.
- Work with relevant stakeholders to develop and deliver technical training programs for the support team to enhance their product knowledge and troubleshooting skills.
- Cultivate a customer-centric culture within the support team, emphasizing empathy, professionalism, and a commitment to exceeding customer expectations.

**We’d love to hear from you if you have**:

- Strong customer service skills and the ability to manage customers during escalations.
- A good understanding of IT technologies including database and networking.
- General understanding of cloud concepts
- At least 5 years of experience in a technical software environment or in the IT Industry in a customer-facing role i.e. Technical Account Manager, Technical Support Engineer, Sales Engineer Preferably within a startup or fast-paced environment.
- Proficiency in using CRM software (Zendesk, Salesforce, etc)
- Excellent leadership and people management skills, with a track record of successfully leading and developing high-performing teams.
- Exceptional problem-solving and troubleshooting abilities, with the ability to analyze complex technical issues and provide effective solutions.
- Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.
- Strong project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Experience in developing and optimizing customer support processes, workflows, and knowledge base systems.
- Customer-centric mindset with a focus on delivering outstanding support experiences.
- Ability to thrive in a fast-paced and rapidly evolving startup environment.

**What would you get?**
- Flexible working locations
- Training and Development
- Discretionary Yearly Bonus & Salary Review
- Healthcare Coverage based on location
- 20 days Paid Annual Leave (excluding Bank holidays)

If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, come join us

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