Job description

About Penbrothers

Penbrothers is a leading HR and remote talent management partner, at the forefront of innovation in the Philippines. We're a fast-growing company that connects talented Filipinos with global opportunities at high-growth startups and dynamic companies, allowing them to thrive from the comfort of their homes.

About the Role
Our client is seeking an experienced and visionary Customer Success Team Manager to lead and inspire a high-performing customer support team. As a key leader, you will play an instrumental role in ensuring that our clients receive unparalleled support and solutions, perfectly aligned with our company's mission to deliver cutting-edge technology and unmatched service excellence. You will be responsible for driving key performance metrics, fostering a customer-centric culture, and enhancing overall customer satisfaction and loyalty.

What you’ll do

Team Leadership and Development:

Lead, mentor, and motivate a high-performing team of customer service representatives to achieve peak performance.
Cultivate a culture of continuous improvement and collaboration, empowering your team to excel.
Conduct regular performance reviews, provide constructive feedback, and develop comprehensive development plans for each team member.
Partner closely with client leadership to identify training and mentorship needs, ensuring continuous skill development.
Serve as the point of contact for client escalations, demonstrating exceptional problem-solving and de-escalation skills

Operational Excellence:

Oversee and manage Service Level Agreement (SLA) compliance, ensuring timely and effective resolution of customer inquiries.
Streamline case management by efficiently monitoring and distributing client cases across the team.
Develop specialized teams to address high-complexity or sensitive cases, ensuring faster turnaround times.
Proactively address ticket volume and backlog, optimizing workflows and minimizing unresolved issues.
Drive improvements in Average Handling Time (AHT), balancing speed with exceptional service quality.

Customer Satisfaction:

Champion initiatives to enhance First Contact Resolution (FCR) rates, empowering your team with effective problem-solving strategies.
Analyze and improve Customer Satisfaction (CSAT) scores, identifying areas for improvement and implementing strategies to exceed customer expectations.

Data-Driven Decision Making:

Regularly analyze key performance metrics such as SLA, ticket backlog, FCR, CSAT, and AHT to identify trends and opportunities for improvement.
Prepare and present insightful reports to leadership, providing actionable recommendations based on data analysis.

Cross-Functional Collaboration:

Build strong relationships with other departments such as billing, accounts receivable, implementation, contracts, and technical teams to ensure seamless customer experiences.
Actively gather and communicate customer feedback to client leadership to drive product and service enhancements.

Required profile