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Customer Success Team Manager (WFH)

Remote:

Full Remote

Work from:

Philippines

Offer summary

Qualifications:

Proven experience in customer support management, Strong understanding of key performance metrics, Ability to lead and develop a team, Exceptional problem-solving skills.

Key responsabilities:

Lead and motivate the customer service team
Monitor Service Level Agreement compliance
Analyze performance metrics and trends
Collaborate with other departments for seamless experiences

Penbrothers SME http://www.penbrothers.com/

201 - 500 Employees

See more Penbrothers offers

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Role
Our client is seeking an experienced Customer Success Team Manager to lead and develop our customer support team. This individual will be instrumental in ensuring that the clients receive top-tier support and solutions, aligning with the company’s mission to deliver cutting-edge technology and unmatched service. The successful candidate will drive key performance metrics and foster a customer-centric culture that enhances satisfaction and loyalty.

What you’ll do

Team Leadership and Development:
- Lead, coach, and motivate a team of customer service representatives to achieve performance excellence.
- Foster a culture of continuous improvement and collaboration within the team.
- Conduct quarterly performance evaluations, feedback sessions, and development planning with each CSM - share with the team leads.
- Regular check-ins with the client’s leadership on process improvement plans and ideas, identifying areas where additional training and mentorship is needed for each team member.
- Serve as point of reference and support for client escalations and partner with the client’s leadership to de-escalate.
Operational Efficiency:
- Monitor and manage Service Level Agreement (SLA) Compliance, ensuring timely resolution of customer inquiries.
- Monitor and distribute client cases to the CSM team.
- Develop specialized teams for higher complexity/more sensitive cases that require faster turn around.
- Oversee and address Ticket Volume and Backlog, maintaining efficient workflows and minimizing unresolved tickets.
- Drive improvement in Average Handling Time (AHT), balancing speed with quality service delivery.
Customer Satisfaction:
- Champion initiatives to enhance First Contact Resolution (FCR) rates by ensuring effective problem-solving practices.
- Analyze and improve Customer Satisfaction (CSAT) scores, implementing strategies to address gaps and exceed customer expectations.
Metrics and Reporting:
- Regularly analyze performance metrics, including SLA, ticket backlog, FCR, CSAT, and AHT, to identify trends and areas for improvement.
- Prepare and present reports to leadership, providing actionable insights and recommendations.
Cross-Functional Collaboration:
- Partner with other departments, such as billing, accounts receivable, implementation, contracts, and technical teams, to ensure seamless customer experiences.
- Communicate customer feedback to the client’s leadership to drive improvements in products and services.