Head of Customer Support Manager

Join Soul Bikes Indonesia as our Head of Customer Support Manager and lead our dynamic team in delivering exceptional customer experiences!

We are seeking a highly responsible and proactive professional to oversee the daily operations of our customer support department. In Seminyak, Bali, your mission will be to ensure our customers receive the best support possible, leveraging tools like Zendesk and Freshdesk to streamline our processes. You'll work closely with our sales and marketing teams to ensure seamless customer interactions across all touchpoints.

As a Head of Customer Support Manager, you'll be responsible for managing a team of 5-7 support agents, setting performance metrics, and implementing training programs to keep your team at the top of their game. This role offers a unique opportunity to grow within a rapidly expanding company with a strong focus on customer satisfaction.

📋 Tanggung Jawab Pekerjaan

• Oversee the daily operations of the customer support team, ensuring high-quality service delivery.
• Manage a team of 5-7 support agents, providing guidance and mentorship.
• Set performance metrics and implement training programs to improve agent performance.
• Collaborate with sales and marketing teams to ensure seamless customer interactions.
• Use tools like Zendesk and Freshdesk to streamline support processes and improve efficiency.
• Monitor customer feedback and implement improvements to enhance the customer experience.
• Ensure compliance with company policies and industry regulations.
• Lead the development and implementation of customer support strategies to drive business growth.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 5 years of experience in customer support management, preferably in the tourism or hospitality industry.
• Proven track record of managing and developing customer support teams.
• Strong knowledge of customer service best practices and industry trends.
• Excellent communication and interpersonal skills.
• Proficiency in using customer support software like Zendesk or Freshdesk.
• Ability to analyze customer feedback and implement improvements.
• Experience in managing customer support operations in a fast-paced, high-volume environment.

🛠️ Keahlian

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