Customer Service Manager

7 months ago

Cape Town, South Africa Local Measure Full time

**Are you an energetic and dynamic Customer Support Manager seeking an exciting opportunity? Picture yourself joining a fast-paced and innovative tech start-up that has a **global strategic partnership with AWS**. We are experiencing remarkable growth and momentum with our clients and partners, and we need a talented Customer Service Manager to lead and execute all aspects of customer support for our growing customer base.**

This is your chance to make a real impact, have a blast, and be part of our exciting journey as we transform the customer experience landscape.

At Local Measure, we are revolutionizing customer experience with our next-generation CCaaS platform, trusted by some of the world's most renowned brands. As a passionate and close-knit team of 50+, we have offices in Sydney, Singapore, Amsterdam, Cape Town, Detroit, and Miami. Our all-star line-up of investors, advisors, and senior executives means you will learn and grow with the best.

We are a values-driven organisation, and our eight Core Values keep us aligned and motivated every day:

- ** Zero Ego**: We’re all equal players. Anyone can have an idea and everyone’s opinion gets a shot
- ** Think Like A Customer**: We want our customers to thrive. Our #1 commitment is to their success.
- ** Own It**: If you have a good idea, run with it. The ball is in your court, ace it.
- ** Punch Above**: Our size doesn’t hold us back. We’ll go against anyone and outperform on agility and skill.
- ** Have Grit**: We strive to win. We are scrappy, resourceful, and determined.
- ** Laugh Out Loud**: Laughter is always heard around our offices. Don’t underestimate the value of a one-liner.
- ** Build Each Other Up**: The whole is greater than the sum of its parts. We help each other out and celebrate as a team.
- ** Do The Right Thing**: We are responsible for what we put into the world. We play by the rules, even when it’s easier not to.

**About You**:
Are you a proactive and experienced Customer Support Manager with experience in SaaS products to oversee our customer support operations? Do you enjoy managing a team of support representatives, maintaining high levels of customer satisfaction, and implementing strategies to optimize support processes? Do you equally like being hands on and helping with customer queries? If you're an effective communicator, an organized problem-solver, passionate to help resolve customer queries and eager to contribute to the success of an industry-leading company, then Local Measure has an exciting opportunity for you

As the Customer Support Manager at Local Measure, you will play a pivotal role in establishing our new Customer Support Team, processes and tooling. We're seeking an organized and adaptable individual who can combine their customer support experience with a passion for contact center and Customer Experience. Your exceptional organizational skills and formalized approach to customer support will be key to your success in this role.

**Role Overview**:
**Key Responsibilities**:

- Team Leadership: Lead, mentor, and inspire a team of customer support representatives to deliver exceptional service and exceed performance goals.
- Customer Advocacy: Serve as the primary point of contact for customer escalations and ensure timely resolution of issues to maintain customer satisfaction and loyalty.
- Process Improvement: Continuously evaluate and refine support processes to enhance efficiency and effectiveness, leveraging customer feedback and industry best practices.
- Performance Management: Set clear performance objectives for the support team, track key metrics, and provide regular feedback to drive continuous improvement.
- Training and Development: Develop training programs and resources to equip support team members with the knowledge and skills needed to succeed in their roles.
- Cross-Functional Collaboration: Collaborate closely with other departments, including product development, customer success, solution architects, sales, and marketing, to understand customer needs and facilitate product improvements.
- Data Analysis: Utilize customer data and feedback to identify trends, opportunities, and areas for improvement in our products and services.
- Customer Engagement: Proactively engage with customers to understand their challenges, gather feedback, and identify opportunities to add value and drive customer success.
- Documentation: Ensure thorough documentation of support processes, procedures, knowledge and customer interactions to facilitate knowledge sharing and ensure consistency.
- Stay Updated: Stay informed about industry trends, competitor activities, and emerging technologies to inform strategic decisions and stay ahead of the curve.

**Qualifications and Skills**:

- Bachelor's degree in Information Technology or similiar.
- Proven experience (5years) in a customer support or customer service role, with at least 2 years in a managerial or supervisory capacity.
- Excellent leaders

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