Customer Support Manager

About Us

At Sharpcontra, we are dedicated to transforming the customer experience through excellence in service, innovation, and accountability. Our mission is to build long-term client relationships by consistently delivering value through efficient solutions and a commitment to customer satisfaction. We are a forward-thinking company that values teamwork, precision, and continuous improvement.

Job Description:
Next Comms Talk is seeking a dedicated and experienced Customer Support Manager to lead our customer service operations. The ideal candidate will oversee a team of support representatives, optimize service protocols, and ensure that customers receive prompt, effective, and courteous service. This role is critical to maintaining our reputation for excellence and client trust.

Responsibilities:

• Lead and manage the daily operations of the customer support department.

• Develop, implement, and maintain support processes to enhance the customer experience.

• Train, coach, and evaluate team members to maintain high performance and service standards.

• Monitor customer interactions to ensure quality and compliance with company policies.

• Handle escalated customer concerns and provide timely resolutions.

• Analyze support metrics and generate reports to guide strategy and improvements.

• Collaborate with cross-functional teams to align support goals with company objectives.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.

• 3+ years of experience in customer service, with at least 1 year in a managerial role.

• Strong leadership and interpersonal skills.

• Proficient in customer support software and CRM platforms.

• Excellent problem-solving and decision-making abilities.

• Exceptional verbal and written communication skills.

Benefits:

• Competitive salary based on experience

• Opportunities for professional growth and career advancement

• Comprehensive training and ongoing development

• Supportive and team-oriented work environment

• Health, dental, and vision insurance packages

• Paid time off and holiday pay