Manager - Customer Support - BPO

Position: Customer Support Lead. Location: Surat Dumas Road, Surat. Job Summary. - We are seeking a dynamic and customer-focused Customer Support Lead to oversee and enhance our customer service operations. - The ideal candidate will be passionate about delivering outstanding service, managing a team, and ensuring customer satisfaction. - You will play a key role in maintaining and improving the company's reputation while aligning customer support efforts with business goals. Key Responsibilities: Team Leadership:. - Lead, mentor, and motivate the customer support team to meet performance goals. - Develop training programs to enhance team skills in customer interaction and problem resolution. - Schedule and monitor team shifts to ensure seamless coverage across all customer support channels. Customer Support Operations:. - Oversee day-to-day customer service activities across email, chat, phone, and social media channels. - Resolve escalated customer issues promptly and professionally. - Analyze customer inquiries to identify trends and propose improvements in processes and policies. Cross-Functional Collaboration:. - Work closely with the e-commerce, marketing, and logistics teams to address customer concerns faster and improve the overall shopping experience. - Maintain and manage tools and platforms required to monitor and enhance customer support activities. - Act as a liaison between customer support and other departments to ensure alignment and efficiency. Strategy and Reporting:. - Develop and implement strategies to improve customer satisfaction and retention. - Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores. - Generate regular reports for senior management with actionable insights. Qualifications: - Proven experience in a leadership role within customer support, preferably in ecommerce or fashion retail. - Excellent written and verbal communication skills. - Strong problem-solving and conflict-resolution abilities. - Proficiency with customer support software. - Familiarity with tools and systems for m