Customer Support Director

1 maand geleden

Maastricht, Limburg, Nederland DTC Jobs Voltijd
Customer Support Manager

At DTCjob.com, we're building a community of top talent and connecting them with the best DTC e-commerce companies. Our goal is to create in-house teams for these companies by matching them with the right candidates.

As a Customer Support Manager, you'll be responsible for leading a team of customer support representatives, coaching and developing them to achieve clear performance goals. You'll also analyze customer service processes and workflows to improve efficiency and customer satisfaction.

Key Responsibilities:

  • Manage and develop a team of customer support representatives.
  • Analyze customer service processes and workflows to improve efficiency.
  • Handle escalated customer issues and complaints.
  • Track team performance metrics and implement improvements.
  • Collaborate with cross-functional teams to address customer needs and feedback.
  • Organize training programs for new hires and continuous learning for current team members.
  • Monitor customer interactions to ensure adherence to company standards.
  • Prepare and present regular reports on customer service performance.

Requirements:

  • Bachelor's degree in Business, Communications, or related field.
  • Minimum 3-5 years of experience in customer service, with at least 2 years in a management or supervisory role.
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Ability to handle high-pressure situations and resolve conflicts efficiently.
  • Proficient in customer support software.
  • Data-driven mindset with the ability to analyze metrics and drive improvements.

Benefits:

  • Extensive network of +200 DTC brands.
  • Verified companies with secure payment arrangements.
  • Direct talent matching and community networking.
  • Retention program for long-term relationships.

Working with DTCjob.com will provide you with a unique opportunity to grow and succeed in the DTC world.

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