Responsibilities 

• Manage and monitor all day-to-day activities of the Customer Support department.
• Enforce service procedures, policies, and standards; determine system improvements and implement changes.
• Collect and analyze support statistics to include service request volume, team member productivity, quality, and customer-service satisfaction.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve service requests, client issue handling, and other procedures.
• Evaluate support team member performance with key metrics.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Prepare reports for different departments or upper management; using the data provided provide suggestions for improvement and department growth.
• Assess the skills of existing support staff, their performance, and productivity through quantitative data and client evaluation feedback to identify areas of improvement and internal training requirements.
• Ensure that all support staff stays up to date with product knowledge by liaising with the Training Manager through internal training.
• Investigate and solve customer problems, which may be complex or long-standing problems that have been passed on by customer service representatives.
• Learn and master the organization's products, services, and software, keeping up to date with changes and new releases.
• Develop and manage all short, medium- and long-term plans and goals for the department.

A little more about you...

• Minimum 5 years of management including experience creating key performance indicators within a customer success environment.
• Proven working experience as a Customer Support Manager in the same or similar industry.
• Excellent organizational and leadership skills with a problem-solving ability
• Knowledge of performance evaluation and customer service metrics
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases, and tools such as Dynamics, Salesforce Desk or Service now
• Awareness of the industry’s latest technology trends and applications.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multitasking skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Hospitality and/or hotel experience is preferred.
• Four-year college degree.