Customer Support Manager job description
Updated March 14, 2024
11 min read
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Example customer support manager requirements on a job description
Customer support manager requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in customer support manager job postings.
Sample customer support manager requirements
- Bachelor's Degree in Business or related field.
- Proven experience in customer support.
- Excellent written and verbal communication skills.
- Strong organizational and problem solving skills.
- Proficiency in customer service software, databases, and tools.
Sample required customer support manager soft skills
- Strong interpersonal skills and ability to build relationships.
- Ability to work independently and collaboratively.
- Ability to handle customer complaints and provide solutions.
- Ability to stay current with customer service best practices.
- Ability to prioritize tasks and meet deadlines.
Customer Support Manager job description example 1
Aurora Solar customer support manager job description
About the role:
Aurora Solar is a fast-growing Series D company on a mission to create a future of solar energy for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. It's our goal to have every solar installation in the world pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Remote-First Companies To Work for in 2022” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history.
The Manager, Customer Support is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. You are a self-motivated leader with a passion in the career development of individuals and excellent customer service. You will provide training to new hires and develop policies and procedures to improve efficiency. You will also work closely with our product and engineering teams to provide feedback and suggestions on product improvements. A successful candidate in this role will great communication skills across internal and external teams, strong organizational skills, and attention to detail.
We are a passionate and diverse team that aspires to be the best place for the best people and we're looking for talented individuals to accelerate our exponential growth as we continue to scale. If you are looking for a stimulating and fulfilling role, come join us!
What you'll do:Help train and develop the team to be proficient in the solar industry, specializing in relevant sub-domains Manage and track metrics for issue resolutions and suggestions for product enhancements.Develop and enforce policies and procedures based on industry standards; ensure proper documentation and adherence to processes and guidelines.Work cross-functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered, and foster partnership and communication between team members and other areas of the organization.Monitor and drive performance of the team, and prepare relevant reports for senior management.Manage customer and inter-departmental escalations through to a successful resolution.Establish effective processes and practices for knowledge disclosing and communication.
What we value: 5 years of technical experience supporting b2b SaaS products, with 3+ years at the management level Experience in servicing the solar industry, or other related technical fields Degree in Computer Science, Engineering, or related technical fieldA proven ability to guide teams to achieve targets using standard customer support metrics A blended customer experience approach that combines high professionalism with personal service delivery Experience using customer support and communication software (such as Zendesk, Slack, Zoom, etc.) Outstanding written and verbal communication skills, coupled with a strong appreciation for customers and their success
Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!
For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.
Aurora Solar is a fast-growing Series D company on a mission to create a future of solar energy for all. Aurora makes the software that is enabling society to transition to a world powered by solar power. It's our goal to have every solar installation in the world pass through our software, which has already been used to design millions of solar projects. Named one of “The Best Remote-First Companies To Work for in 2022” by BuiltInSF.com and awarded #1 Solar Software platform by Solar Power World, Aurora is disrupting the energy industry and changing the course of history.
The Manager, Customer Support is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. You are a self-motivated leader with a passion in the career development of individuals and excellent customer service. You will provide training to new hires and develop policies and procedures to improve efficiency. You will also work closely with our product and engineering teams to provide feedback and suggestions on product improvements. A successful candidate in this role will great communication skills across internal and external teams, strong organizational skills, and attention to detail.
We are a passionate and diverse team that aspires to be the best place for the best people and we're looking for talented individuals to accelerate our exponential growth as we continue to scale. If you are looking for a stimulating and fulfilling role, come join us!
What you'll do:Help train and develop the team to be proficient in the solar industry, specializing in relevant sub-domains Manage and track metrics for issue resolutions and suggestions for product enhancements.Develop and enforce policies and procedures based on industry standards; ensure proper documentation and adherence to processes and guidelines.Work cross-functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered, and foster partnership and communication between team members and other areas of the organization.Monitor and drive performance of the team, and prepare relevant reports for senior management.Manage customer and inter-departmental escalations through to a successful resolution.Establish effective processes and practices for knowledge disclosing and communication.
What we value: 5 years of technical experience supporting b2b SaaS products, with 3+ years at the management level Experience in servicing the solar industry, or other related technical fields Degree in Computer Science, Engineering, or related technical fieldA proven ability to guide teams to achieve targets using standard customer support metrics A blended customer experience approach that combines high professionalism with personal service delivery Experience using customer support and communication software (such as Zendesk, Slack, Zoom, etc.) Outstanding written and verbal communication skills, coupled with a strong appreciation for customers and their success
Aurora is dedicated to building a diverse and inclusive workforce of people who believe in and are passionate about creating a future of solar energy for all. We are an equal opportunity employer, we welcome and consider qualified applicants regardless of gender identity, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. We encourage you to apply even if you believe that you do not meet all of the above criteria!
For San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.
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Customer Support Manager job description example 2
ASI Ltd customer support manager job description
This position will be responsible for ensuring overall positive customer experience and satisfaction with after-sale support and service of company products. Responsible for training and managing staff to obtain effective technical support, productivity, profitability and growth of the department.
This position requires someone with excellent management and problem-solving skills, intuitive communication skills and ability to lead a department. Prior demonstrated similar experience is a requirement and must have natural mechanical aptitude as this position will collaborate with technical service issues.
Necessary Personal Characteristics
- Driver Mentality -Drive themselves and ability to drive others to complete tasks/ projects to completion
- Intuitive Communicator
- Business level Organization and Structure Builder
- Motivator/Trainer
Manage Internal Support Staff - Will oversee and facilitate our small team of support staff in fulfilling their roles in assisting customers with technical support, ordering parts and accessories, coordinating field repairs, warranty replacements, and returns. Will ensure we facilitate positive customer experience from new purchases throughout the life of our products.
Training and Information Programs, including Website – Will manage the existing information base and development of training materials and program for inside staff and external technicians. Includes development of technical guidelines and videos that provide troubleshooting instructions and how to facilitate field repairs. Will evaluate needs for additional training information and collaborate with graphic design and videographers to develop training materials. This will include managing dedicated customer support website to assist customers with technical assistance and providing helpful and relevant information within the online shopping cart.
Chart and Improve the Customer Experience – Develop ways to improve the Customer Experience by enhancing communication and follow-up with our customers. Find out pain points and proactively prevent them by providing our customers with the information they need. Will utilize the website to answer more FAQs to assist in this endeavor.
Open Support Issues and Resolution Management
Manage difficult issues to ensure they are resolved for customers through maintenance of an Open Service Issues/Case Reporting.
Facilitate follow-up on any customer issues to ensure they have been handled properly and that repairs are done to the satisfaction of the customer. Ensure parts orders are fulfilled and shipped in a timely manner and that any back ordered parts are communicated to the customer. Manage outstanding warranty items for prompt returns and evaluation.
Customer Survey Response Follow-Up – Facilitate actively seeking out and receiving customer feedback. Address any issues or opportunities for improvement identified by customers; contact customers to address any unresolved issues/complaints they have.
Marketing and Promotions – Will direct marketing of maintenance intervals to customers and facilitate reminder promotional programs to customers and field technicians to arrange for preventative maintenance. Develop and coordinate new programs such as a potential Support Subscription Agreement for customers to provide ongoing maintenance items to customers. Develops ways to grow parts and supply sales by adding new products and promoting existing ones.
Order Fulfillment – Direct and oversee processes for fulfilling customer orders for parts and accessories to ensure accurate, timely, and efficient operations are maintained. Ensure professional appearance of packaging, documentation, and labeling is achieved. Will ensure build instructions are accurate and properly documented. Will manage online shopping website for updates, accuracy, thoroughness of descriptions and order management.
Manage Outside Preferred Service Technicians – We utilize independent outside field service technicians nationally and internationally. Will manage this program to ensure these technicians are adequately trained and kept up-to-date on service protocols and troubleshooting. Will evaluate performance of these technicians for positive image and capability in handling customer installation and service issues. Will facilitate on-going communications to these technicians related to promotions, technical updates, and product design changes.
Producing Relevant Information Reports - Will track metrics for the Support Team and develop reports accordingly that help to manage the department or accomplish goals. Make recommendations for changes needed based on the informational reporting.
Company DescriptionASI Dental Specialties (ASIDental.Com) is a small growing business based in the south Denver metro area near E470 and Peoria. We design and manufacture unique, innovative dental delivery equipment and sell worldwide. Our production performs final assembly, quality verification, and shipping. Vendors perform all painting, machining, and fabrication, allowing us to keep a clean, quiet, and modern facility. We engineer and develop new product technologies while using our adept internal marketing team to generate sales.
You Matter and Can Grow with Us
We are a small yet growing company. Each one of our staff is vital to fulfilling our processes. As we grow, we can provide career flexibility to learn and perform new tasks or add additional responsibilities to your position. Our innovative and custom-configured product line is challenging and purposeful.
Pride and Integrity
Due to our products' high quality and advanced designs, dental professionals highly recommend them. Our product helps many in need, and we donate our products to charitable organizations around the world that provide dental care to those who would go without it if not for having that service. You can be proud of what we make and the company you represent.
Positive Team Culture
We have a great staff that works hard and take pride in what they do. We do not have drama or egos, and all want to work together to accomplish similar objectives for our customers. You can enjoy coming to work.
This position requires someone with excellent management and problem-solving skills, intuitive communication skills and ability to lead a department. Prior demonstrated similar experience is a requirement and must have natural mechanical aptitude as this position will collaborate with technical service issues.
Necessary Personal Characteristics
- Driver Mentality -Drive themselves and ability to drive others to complete tasks/ projects to completion
- Intuitive Communicator
- Business level Organization and Structure Builder
- Motivator/Trainer
Manage Internal Support Staff - Will oversee and facilitate our small team of support staff in fulfilling their roles in assisting customers with technical support, ordering parts and accessories, coordinating field repairs, warranty replacements, and returns. Will ensure we facilitate positive customer experience from new purchases throughout the life of our products.
Training and Information Programs, including Website – Will manage the existing information base and development of training materials and program for inside staff and external technicians. Includes development of technical guidelines and videos that provide troubleshooting instructions and how to facilitate field repairs. Will evaluate needs for additional training information and collaborate with graphic design and videographers to develop training materials. This will include managing dedicated customer support website to assist customers with technical assistance and providing helpful and relevant information within the online shopping cart.
Chart and Improve the Customer Experience – Develop ways to improve the Customer Experience by enhancing communication and follow-up with our customers. Find out pain points and proactively prevent them by providing our customers with the information they need. Will utilize the website to answer more FAQs to assist in this endeavor.
Open Support Issues and Resolution Management
Manage difficult issues to ensure they are resolved for customers through maintenance of an Open Service Issues/Case Reporting.
Facilitate follow-up on any customer issues to ensure they have been handled properly and that repairs are done to the satisfaction of the customer. Ensure parts orders are fulfilled and shipped in a timely manner and that any back ordered parts are communicated to the customer. Manage outstanding warranty items for prompt returns and evaluation.
Customer Survey Response Follow-Up – Facilitate actively seeking out and receiving customer feedback. Address any issues or opportunities for improvement identified by customers; contact customers to address any unresolved issues/complaints they have.
Marketing and Promotions – Will direct marketing of maintenance intervals to customers and facilitate reminder promotional programs to customers and field technicians to arrange for preventative maintenance. Develop and coordinate new programs such as a potential Support Subscription Agreement for customers to provide ongoing maintenance items to customers. Develops ways to grow parts and supply sales by adding new products and promoting existing ones.
Order Fulfillment – Direct and oversee processes for fulfilling customer orders for parts and accessories to ensure accurate, timely, and efficient operations are maintained. Ensure professional appearance of packaging, documentation, and labeling is achieved. Will ensure build instructions are accurate and properly documented. Will manage online shopping website for updates, accuracy, thoroughness of descriptions and order management.
Manage Outside Preferred Service Technicians – We utilize independent outside field service technicians nationally and internationally. Will manage this program to ensure these technicians are adequately trained and kept up-to-date on service protocols and troubleshooting. Will evaluate performance of these technicians for positive image and capability in handling customer installation and service issues. Will facilitate on-going communications to these technicians related to promotions, technical updates, and product design changes.
Producing Relevant Information Reports - Will track metrics for the Support Team and develop reports accordingly that help to manage the department or accomplish goals. Make recommendations for changes needed based on the informational reporting.
Company DescriptionASI Dental Specialties (ASIDental.Com) is a small growing business based in the south Denver metro area near E470 and Peoria. We design and manufacture unique, innovative dental delivery equipment and sell worldwide. Our production performs final assembly, quality verification, and shipping. Vendors perform all painting, machining, and fabrication, allowing us to keep a clean, quiet, and modern facility. We engineer and develop new product technologies while using our adept internal marketing team to generate sales.
You Matter and Can Grow with Us
We are a small yet growing company. Each one of our staff is vital to fulfilling our processes. As we grow, we can provide career flexibility to learn and perform new tasks or add additional responsibilities to your position. Our innovative and custom-configured product line is challenging and purposeful.
Pride and Integrity
Due to our products' high quality and advanced designs, dental professionals highly recommend them. Our product helps many in need, and we donate our products to charitable organizations around the world that provide dental care to those who would go without it if not for having that service. You can be proud of what we make and the company you represent.
Positive Team Culture
We have a great staff that works hard and take pride in what they do. We do not have drama or egos, and all want to work together to accomplish similar objectives for our customers. You can enjoy coming to work.
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Customer Support Manager job description example 3
DXC Technology customer support manager job description
*This is a remote position - candidate can be located anywhere in the U.S. *At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.Our DXC Insurance BPaaS and BPO services help our customers optimize and transform operations, lower costs, increase agility and open new channels for growth. Our people, technology and best practices improve and automate highly complex business processes across front, middle and back offices - while facilitating customer experience transformation.Essential Job FunctionsAnswers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.Interfaces with team members, management, and customers in reference to customer service issues.Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.Basic QualificationsHigh school diploma or G.E.D.Two or more years of customer service or other telephone experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software Must be able to work a shift between 9:00AM - 6:00PM CentralOvertime available Other QualificationsBusiness and analytical problem solving skills Communication skills Ability to work independently Ability to follow oral and written directions Work EnvironmentRemote position
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings link
Disability Accommodations
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
Please note: DXC will respond only to requests for accommodations due to a disability.
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.
We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.
Postings link
Disability Accommodations
If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.
Please note: DXC will respond only to requests for accommodations due to a disability.
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Updated March 14, 2024