Support manager vs customer care manager

Differences between support manager and customer care manager duties and responsibilities

Support manager example responsibilities.

• Lead the team to a successful ISO audit with commendation for processes and documentation.
• Utilize AutoTask for managing tickets, field technicians, and scheduling POS installs with store owners or managers.
• Manage dependencies for the build out, maintenance, and ongoing support of QA environments during the CME/NYMEX and CME/CBOT mergers.
• Manage eight AS/400 and Unix lab technicians, responsible troubleshooting and maintaining the AS400 & UNIX systems that support customer functionality.
• Manage payroll issues, authore and perform performance appraisals and disciplinary actions.
• Develop and implement strategic merchandising plans to achieve revenue objectives and reduce expenditures while ensuring payroll remains within budget.
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Customer care manager example responsibilities.

• Create and manage department documentation to meet ISO and FDA regulations.
• Manage and complete projects that are assigned to the CSM group.
• Plan, organize and manage all Medicare and Medicaid call center activities.
• Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
• Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
• Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.
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