Manager - Customer Support

Company Description Hiring for a US Based D@C Healthcare brand.
Role Description The Manager – Customer Support is a full-time remote role responsible for overseeing day-to-day customer support operations across BPRJ’s service lines. This role leads and coaches support teams, sets performance standards, and ensures timely resolution of customer inquiries and issues through multiple channels such as email, phone, and chat. The manager monitors key support metrics, analyzes trends, and implements improvement initiatives to enhance customer satisfaction and service quality. Responsibilities include coordinating with technical and business stakeholders, refining support processes, maintaining knowledge bases and FAQs, and escalating complex cases when necessary. The role also involves reporting on customer feedback, contributing to support strategy, and fostering a culture of accountability, collaboration, and continuous improvement within the team.
Qualifications
Strong customer-facing skills, including Customer Support, Customer Service, and a focus on Customer Satisfaction.
Demonstrated Analytical Skills, with the ability to interpret data, identify trends, and drive process improvements.
Experience providing or overseeing Technical Support in a multi-service or multi-industry environment.
Proven ability to lead and develop remote teams, including performance management and coaching.
Excellent verbal and written communication skills, with clear, professional, and inclusive interaction styles.
Experience using CRM, ticketing, or helpdesk systems, and comfort working with digital collaboration tools.
Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.
Background in customer operations within professional services, consulting, or technology environments is beneficial.
Must Have: Previous experience of handling a team of 100+

Work arrangement
No