Customer Support Manager (Chat/Phone)

NeoWork is seeking an experienced and passionate Customer Support Manager (Chat/Phone) to join our team. As a Customer Support Manager at NeoWork, you will be responsible for leading a team of customer support representatives and ensuring the delivery of outstanding support to our clients through chat and phone channels.

At NeoWork, we are dedicated to providing exceptional customer experiences and delivering innovative solutions to our clients. As a Customer Support Manager, you will play a vital role in maintaining high customer satisfaction levels and driving the continuous improvement of our support processes.

We are looking for someone with strong leadership skills, excellent communication abilities, and a proven track record in customer support management. The ideal candidate is customer-focused, empathetic, and capable of managing a team in a fast-paced and dynamic environment.

Responsibilities

• Manage and lead a team of customer support representatives
• Ensure the delivery of excellent customer support through chat and phone channels
• Set and monitor performance metrics and KPIs to drive team performance
• Identify areas for improvement in support processes and implement solutions
• Train and onboard new team members
• Handle escalated customer inquiries and complaints
• Provide coaching and feedback to team members to enhance their skills and performance
• Collaborate with other teams to share insights and improve the overall customer experience
• Stay updated on industry trends and best practices in customer support

Requirements

• 3+ years of experience in customer support management
• Proven track record in delivering exceptional customer support
• Excellent leadership and management skills
• Strong communication and interpersonal skills
• Empathetic and customer-focused mindset
• Ability to manage and prioritize multiple tasks
• Experience with chat and phone support channels
• Proficient in using customer support software and tools
• Strong problem-solving and decision-making abilities
• Owned computer or laptop and stable internet connectivity.
• Knowledgeable in Office 360, Google Apps, and client-facing communication.

Benefits

• We provide comprehensive training for all candidates, regardless of their background or previous experience as a VA.
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.