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Become A Customer Support Manager

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Working As A Customer Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $61,570

    Average Salary

What Does A Customer Support Manager Do At Aaron's Inc.

* Build and maintain a Customer Retention employee growth platform to identify and replicate Best in Class performers from recruitment into steady state production
* Work with the Learning and Development team to ensure training materials deliver the most prepared agent into our production environment
* Create dashboard reporting that communicates a “story” and produces actionable data and present results to all levels of the organization, including our Executive Leadership Team.
* Identify areas for innovation in order to improve our customer experience in a productive way
* Collaborate with the Compliance team by understanding the voice of the customer as it relates to Key Performance Indicators and identify actionable opportunities to improve performance

What Does A Customer Support Manager Do At Freddie Mac

* Manages a team that functions as a national resource providing timely assistance and support for inquiries pertaining to information within Freddie Mac’s Selling Guide to both external and internal customers.
* Monitor detailed feedback on call trends to consistently provide trending information, which provides a perspective on how well the industry understands current and new guidelines, as well as gain insight into emerging market trends.
* The trend data may also drive training curriculum for lenders and industry and highlight communication gaps associated with announcements.
* Stay abreast of and well versed on all changes (e.g.
* Announcements, Lender Letters, Publications).
* Ensure that team is continually briefed on and understands changes.
* Interprets internal and external customer service related surveys to monitor the level of quality, satisfaction and success of the services provided by the CSCC as a means to identify any area(s) for process improvement, improved customer service, fewer missed opportunities and overall service excellence.
* Coordinate and administer assignments, monitor team progress, and maintain schedules.
* Identify opportunities to streamline, improve efficiencies, and reduce costs.
* Report to management on the unit's production, activities, and efforts.
* Represent the unit as an expert or resource to cross-functional project or coordinating teams.
* Plan, document, and manage the performance of subordinate staff.
* Provide for professional or technical growth through assignment, mentoring, or training.
* Work Location Zip Code:
* Division:
* Single Family Operations

What Does A Customer Support Manager Do At Linkedin

* Provide leadership and direction to LMS Support agents
* Collaborate with peers, horizontal, and cross functional partners on support and process best practices
* Analyze data trends and develop action plans to manage departmental challenges while communicating with leadership and cross-functional partners
* Supporting the organization strategically and operationally, including high level training
* Field agents' and cross-functional partner questions and emphasize quality to ensure appropriate member experience
* Perform daily coaching of team members for productivity and performance and ensuring an excellent customer experience
* Coordinate resolution with appropriate internal and cross-functional teams as necessary
* Collaborate and communicate with multiple levels of management, internal to GCO and with cross-functional teams, as needed
* Build strong relationships and be a point of contact with Cross-functional partners
* Provide feedback to GCO and Cross-functional Leadership regarding necessary changes and updates including policies, strategies and customer care issues
* Analyze available metrics, reports and other information to identify trends and needs, communicating recommendations back to GCO and Cross-functional Leaders
* Providing exceptional performance management to ensure team and individuals are meeting goals
* Up to 10% travel
* Hire and staff for open positions as needed

What Does A Customer Support Manager Do At Eaton Corporation

* Manage the continuous improvement of pre- and post- order sales support functions.
* This will require direct engagement with the technical and commercial support functions within the team and the appropriate product line marketing, field sales and manufacturing facilities.
* The output of these actions will drive customer loyalty through increased productivity, improved value and through a high performance culture.
* Manages inside sales activities and performance for assigned area.
* Ensures overall timeliness of quotes, contract maintenance, special marketing / sales programs and any other customer inquiries for assigned area.
* Assist in communicating the vision of the TAM division to ensure that the direction of the organization is clearly understood and is strongly tied to our operations partners.
* Enhances communication between product line management and field sales management to meet the financial objectives of the company.
* Build relationships with senior sales management and product line management to assist in the development of marketing and product line sales and pricing strategies.
* Understands and supports strategies unique to utility business.
* Determine best industry practices and policies through collection of customer satisfaction data and benchmarking.
* Makes appropriate structural and procedural changes across the organization.
* Owns the customer scorecard management process and recommends action plans for improvement.
* Enforces company policies and ensures that quotes and orders transactions are in compliance with contract and anti-trust laws.
* Define performance metrics, SLA’s and evaluates and interprets data to drive performance improvement and productivity throughout the organization.
* Improves team productivity.
* Participates in training field sales, distributors and agents.
* Manage departmental budget to stay within assigned levels.
* Lead by example in the community by sharing time and talent with targeted customers.
* All other duties as assigned

What Does A Customer Support Manager Do At Humanscale Corporation

* Manage the Customer Service Call Center
* Establish clear performance criteria for the Call Center and internal customer service specialists
* Establish and monitor weekly calibration calls with the Call Center to review:
* Incoming calls
* Chats
* Emails
* Provide monthly trending reports on customer service activity
* Provide reporting for support activities and bonuses
* Monthly bonus reporting
* Daily Ops trend reporting
* Order volume reports
* Ad hoc reporting as requested
* Be a catalyst for continuous improvement
* Prevent future issues from arising by assessing trending issues and modify process to address at the root cause
* Proactively suggest solutions based on past resolutions and experience
* Establish Subject Matter Expert program
* Develop exert level knowledge base for HS products
* Develop process to address SME requests that come into customer service and sales support
* Key Competencies:
* Excellent verbal and written communication skills
* Quick learner and problem solver; able to seek out solutions autonomously
* Able to decipher ambiguous situations and identify the proper path
* Strong organizational and prioritization skills
* Advanced knowledge of Microsoft Excel, Word, Power Point and Visio
* Proven ability to partner with others to accomplish goals
* Professional leader with ability to manage a team of highly skilled individual contributors

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Customer Support Manager jobs

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Average Length of Employment
Support Supervisor 3.4 years
Support Manager 3.3 years
Top Employers Before
Manager 6.4%
Supervisor 4.5%
Top Employers After
Manager 6.6%
Consultant 6.4%
Director 3.6%
Owner 3.4%

Customer Support Manager Demographics

Gender

Male

55.1%

Female

42.0%

Unknown

3.0%
Ethnicity

White

79.3%

Asian

9.3%

Hispanic or Latino

9.1%

Unknown

1.7%

Black or African American

0.6%
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Languages Spoken

Spanish

30.3%

French

10.3%

Mandarin

9.0%

Chinese

7.7%

German

5.8%

Portuguese

5.2%

Cantonese

4.5%

Japanese

4.5%

Russian

3.9%

Italian

3.9%

Arabic

3.9%

Carrier

1.9%

Hindi

1.3%

Korean

1.3%

Armenian

1.3%

Greek

1.3%

Tagalog

1.3%

Hebrew

1.3%

Marshallese

0.6%

Swedish

0.6%
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Customer Support Manager Education

Schools

University of Phoenix

28.7%

San Jose State University

6.3%

Northeastern University

5.0%

Brigham Young University

4.4%

Michigan State University

4.1%

Boston University

4.1%

San Francisco State University

3.8%

Community College of the Air Force

3.8%

DePaul University

3.8%

Austin Community College

3.8%

Georgia State University

3.4%

University of Central Florida

3.4%

North Carolina State University

3.4%

University of Texas at Austin

3.4%

University of Texas at Arlington

3.1%

University of Maryland - University College

3.1%

Arizona State University

3.1%

Villanova University

3.1%

University of Washington

3.1%

Purdue University

3.1%
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Majors

Business

36.4%

Management

6.7%

Computer Science

6.4%

Marketing

6.1%

Finance

4.7%

Communication

4.5%

Accounting

4.2%

Electrical Engineering

4.1%

Psychology

3.6%

Computer Information Systems

3.1%

Project Management

2.5%

Criminal Justice

2.4%

English

2.4%

Political Science

2.1%

Information Technology

2.1%

Education

2.1%

Human Resources Management

2.0%

Liberal Arts

1.6%

Management Information Systems

1.5%

Computer Networking

1.4%
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Degrees

Bachelors

45.4%

Masters

20.8%

Other

20.4%

Associate

7.7%

Certificate

3.9%

Doctorate

1.0%

Diploma

0.5%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

Real Customer Support Manager Salaries

Job Title Company Location Start Date Salary
Customer Engineering Support Manager American Sunrex Corp Saratoga, CA Jul 28, 2016 $159,182
Customer Support Operations Manager Simplivity Corporation Westborough, MA Jun 08, 2015 $150,000
Customer Support Manager-Fullfillment Division Private Label Nutraceuticals Norcross, GA Mar 12, 2015 $146,619 -
$147,000
Customer Support & Applications Manager Analog Bits, Inc. Sunnyvale, CA Jul 19, 2016 $144,000
Customer Support and Channel Manager Markes International Inc. Gold River, CA Sep 12, 2016 $142,709
Manager, Customer Support Intuit Inc. Los Angeles, CA Sep 05, 2013 $140,000
Manager, Integration, WEB, and Custom Applications Support Dignity Health Phoenix, AZ Nov 13, 2014 $136,885
Manager Customer Analytics HSBC Bank USA, N.A. Depew, NY Jun 10, 2016 $135,262
Principal Customer Manager Oneneck It Services Corporation Scottsdale, AZ Feb 02, 2010 $133,120
Customer Support Manager Navis LLC Oakland, CA Apr 15, 2016 $132,974 -
$140,000
Customer Support Manager-Skype 4 Business Skype, Inc. Palo Alto, CA Sep 13, 2011 $130,000
Customer Insights Manager Babycenter LLC, A Johnson & Johnson Company San Francisco, CA Jan 01, 2010 $130,000
Manager Customer Clinic Support Instradent USA, Inc. Andover, MA Aug 31, 2016 $125,000
Operations and Customer Support Manager Voss USA Inc. New York, NY Mar 30, 2013 $120,000
Manager, Global Customer Support ABB Enterprise Software Inc. Sugar Land, TX Mar 23, 2016 $110,802 -
$143,800
Manager, Global Customer Support ABB Inc. Sugar Land, TX Mar 23, 2016 $110,802 -
$143,800
Customer Advocacy Manager Sap America, Inc. Atlanta, GA Aug 15, 2010 $105,000
Customer Support Manager, Applications Elekta Inc. Tampa, FL Nov 03, 2010 $104,164
Customer Support Manager Honeywell International, Inc. Saint Louis, MO Oct 26, 2016 $103,875
Customer Support Manager Cashedge, Inc. Sunnyvale, CA May 01, 2012 $102,000
Customer Support Manager Altium, Inc. Carlsbad, CA May 27, 2011 $100,214
Manager, Customer Support Callidus Software Inc. Birmingham, AL Dec 26, 2016 $84,261 -
$112,000
Customer Loyalty Manager Wayfair LLC Boston, MA Jun 07, 2016 $83,470 -
$115,000
Manager Customer Support GE Healthcare IITS USA Corp. Burlington, VT May 05, 2012 $81,000 -
$91,000
Customs Manager LIDL Us, LLC (F.K.A. MGP Retail Consulting, LLC) Arlington, VA Oct 02, 2015 $80,000
Customs Manager LIDL Us, LLC (F.K.A. MGP Retail Consulting, LLC) Herndon, VA Jul 28, 2015 $80,000
Operations and Customer Support Manager Voss USA Inc. New York, NY Mar 30, 2010 $79,500
Operations and Customer Support Manager Voss USA Inc. New York, NY Apr 26, 2010 $79,500

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Top Skills for A Customer Support Manager

CustomerServiceRepresentativesProceduresCustomerSatisfactionTechnicalSupportDeliveryISOCustomerRelationsWebCRMCustomerSupportRepresentativesCustomerIssuesLogisticsCustomerBaseProcessImprovementProjectManagementCustomerRetentionInternalDepartmentsCustomerComplaintsKeyPerformanceIndicatorsSalesforce

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Top Customer Support Manager Skills

  1. Customer Service Representatives
  2. Procedures
  3. Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Supervised and coordinated activities of Customer Support Department and 10 Customer Service Representatives.
  • Developed and monitored quality control procedures for team members to achieve customer service standards.
  • Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
  • Created technical support specialist and network operations center training documentation and guides, workforce management strategies, and disaster recovery plans.
  • Reduced warranty calls by 30%, minimizing output delivery times on service by 30% in 2014.

Top Customer Support Manager Employers

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