Customer Service Support Manager (Remote)

The Support Manager is responsible for leading and managing our technical and customer support teams, ensuring exceptional support through email, chat, and phone communications. This role requires a strong background in solar sales to effectively guide the team and address customer inquiries. The Support Manager will focus on developing support strategies, optimizing processes, and enhancing the customer experience to ensure satisfaction and retention.

JOB RESPONSIBILITIES

Team Leadership & Development:

• Lead, mentor, and manage the support staff, including both technical and customer support teams.
• Foster a culture of customer-centricity, accountability, and continuous improvement within the support team.
• Develop and implement training programs to enhance team skills, product knowledge, and customer service excellence.
• Set clear performance goals, conduct regular evaluations, and provide feedback to support team members.

Support Operations Management:

• Oversee the daily operations of the support team, ensuring efficient handling of customer inquiries via email, chat, and phone.
• Develop and implement support procedures and best practices to ensure consistent and high-quality customer interactions.
• Monitor support metrics and Key Performance Indicators (KPIs) to assess team performance and customer satisfaction.
• Identify and address areas for process improvement to enhance support efficiency and effectiveness.

Customer Experience & Satisfaction:

• Utilize solar sales experience to provide in-depth support and guidance to customers on solar products and services.
• Ensure the support team provides accurate, timely, and professional assistance to resolve customer issues and inquiries.
• Collaborate with cross-functional teams, including sales and product development, to ensure customer feedback is incorporated into product enhancements.
• Develop strategies to enhance customer retention and promote a positive customer experience.

Technical Support Oversight:

• Manage the technical support staff in resolving complex issues related to product functionality, integrations, and technical configurations.
• Ensure the team is equipped with the necessary tools and resources to diagnose and resolve technical issues efficiently.
• Collaborate with the product and engineering teams to escalate and resolve high-priority technical issues.
• Stay up-to-date with product updates and new features to ensure the support team is well-informed and can assist customers effectively.

Communication & Collaboration:

• Serve as the primary point of contact for escalated customer issues and work towards prompt resolution.
• Coordinate with sales, marketing, and product teams to ensure alignment on support initiatives and customer communications.
• Implement a feedback loop to relay customer insights and suggestions to relevant departments for product and service improvements.
• Prepare and present regular reports on support performance, customer feedback, and improvement initiatives to senior management.

Process Improvement & Innovation:

• Identify opportunities to improve support processes, tools, and systems to enhance efficiency and customer satisfaction.
• Implement innovative support strategies, including self-service options, knowledge base enhancements, and proactive customer outreach.
• Leverage customer feedback and support data to drive continuous improvement in support operations.



SKILLS/QUALIFICATIONS

• Proven experience in a customer support management role, preferably with a background in solar sales.
• Strong leadership and team development skills, with the ability to motivate and lead a diverse support team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Experience in managing support operations across multiple channels, including email, chat, and phone.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Familiarity with support software and CRM systems to track and manage customer interactions.
• Ability to analyze support metrics and implement data-driven improvements to support processes.