Manager Us Customer Support (Remote)

Company Description

Wiser Solutions is a suite of in-store and eCommerce intelligence and execution tools. We’re on a mission to enable brands, retailers, and retail channel partners to gather intelligence and automate actions to optimize pricing, marketing, and operations initiatives, both in-store and online. Our Commerce Execution Suite is available globally.

Job Description

Wiser is the leading provider of actionable data for better decisions. Wiser collects and analyzes online and in-store data with unmatched speed, scale and accuracy. The Wiser platform then blends these insights with advanced workflow software to drive business value for brands and retailers. Using a unique combination of data science and human validation, Wiser offers integrated solutions for every aspect of retail, all in one place.

Essential Functions:

As Manager, US Customer Support you will partner with the Director of Customer Support & Engagement to manage and lead a world-class Customer Support organization. You will hire top talent to keep the team staffed, and shepherd the continuous evolution and growth of the team within the Customer Experience organization. The organization will excel under your leadership at serving, engaging, and providing efficient and complete resolution for Wiser customers, both internal and external. You will also maintain high levels of customer satisfaction; deepen the level of engagement by our customers with all the Wiser online products they use; and provide proactive change management as the Wiser Product continues to evolve.

Key Responsibilities:

• Team Leadership:
• Lead, mentor, and develop a team of customer support representatives to ensure they provide exceptional service.
• Set clear performance expectations, conduct regular performance reviews, and provide ongoing coaching and feedback.
• Foster a positive and collaborative team environment that encourages innovation and accountability.
• Customer Service Excellence:
• Monitor customer support interactions to ensure they meet company standards for quality, accuracy, and responsiveness.
• Address and resolve escalated customer issues promptly and effectively.
• Implement customer feedback mechanisms to continually improve service delivery.
• Operational Management:
• Manage daily operations of the customer support team, including scheduling, workload distribution, and resource allocation.
• Analyze support metrics and KPIs to identify trends, assess team performance, and implement strategies for improvement.
• Collaborate with other departments (e.g., Product, Customer Success, Operations) to ensure seamless communication and resolution of customer issues.
• Process Improvement:
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the customer support team.
• Stay current with industry trends and best practices to continuously improve the customer support function.
• Lead initiatives to streamline support workflows, reduce response times, and increase customer satisfaction.
• Training and Development:
• Identify training needs and develop programs to enhance the skills and knowledge of the customer support team.
• Ensure team members are well-versed in company products, services, and policies.
• Promote a culture of continuous learning and professional development.
• Reporting and Analysis:
• Prepare and present regular reports on customer support performance, customer satisfaction, and key initiatives to senior management.
• Use data-driven insights to make informed decisions and recommend changes to improve customer support operations.

Qualifications

Education: Bachelor’s degree in Business Administration, Management, or a related field preferred.

Experience:

• Minimum of 3+ years of experience in a customer support or customer service role, with at least 1 year in a managerial position.
• Proven track record of successfully managing and developing a high-performing team.

Skills:

• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficient in customer support software and tools (e.g., Salesforce, Intercom).
• Ability to work in a fast-paced environment and manage multiple priorities.

• Shift timings :: 5:30 PM IST – 2:30 AM IST
• Location :: The candidate need’s to be in India