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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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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 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
Manager, Customer Support Cisco Systems, Inc. Irvine, CA Oct 06, 2014 $120,000 -
$167,500
Operations and Customer Support Manager Voss USA Inc. New York, NY Mar 30, 2013 $120,000
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 Analytics Western Union, LLC Englewood, CO Jul 18, 2011 $96,000
Customer Support Manager-Americas Allot Communications Inc. Woburn, MA Oct 01, 2010 $95,000
Manager of Customer Analytics Lands' End, Inc. Dodgeville, WI Mar 10, 2016 $94,000
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) Herndon, VA Jul 28, 2015 $80,000
Customs Manager LIDL Us, LLC (F.K.A. MGP Retail Consulting, LLC) Arlington, VA Oct 02, 2015 $80,000
Operations and Customer Support Manager Voss USA Inc. New York, NY Apr 26, 2010 $79,500
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 14, 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.

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