Customer Support Manager


Dubai, UAE

Ref: SP884-01

Job description / Role

Employment: Full Time

Primary Responsibilities:
• Manage the day to day operation of a 10-20 headcount customer support team
• Take complete ownership over the Freshworks suite (Freshdesk, Freshchat)
• Provide business intelligence team with actionable data based on agent performance and improvements
• Establish and implement customer support best practices including call scripts and on-job training
• Understand the business drivers that customer support can impact and how to measure them
• Define and analyse performance metrics to determine effectiveness of support team
• Create weekly/monthly management reports on customer support performance
• Train and up skill team on customer support best practice
• Provide ongoing real time quality assurance to support agents
• Support with the hiring and on-boarding of new customer support team members
• Final point of escalation for diffusing serious customer issues
• Line management responsibility including disciplinary action, performance reviews etc.


What We Require:
• 5+ years of experience in a Customer Support Management capacity
• Agile and lean approach to almost every challenge you face
• Experience providing and managing a team of support staff serving a Western customer base
• A true Freshdesk guru (other support software experience such as Zendesk can be considered)
• Comfortable analysing performance metrics and providing reports to management (Google Data Studio)
• Exceptional communication skills with a high degree of emotional intelligence
• A master at shift work planning to ensure 24/7 coverage whilst keeping a harmonious working environment
• Experience managing a culturally diverse team, building rapport and camaraderie with staff
• Previous accent training and ability to provide accent training to staff would be a huge plus
• Experience working in an e-commerce/telco/digital product business is desirable

About the Company

HitPixel is a technology-centric marketing powerhouse creating digital success stories since 2003. We use breakthrough technology to create, promote, and monetize digital products and solutions worldwide.

We produce the finest content and utilize proprietary technology to streamline user acquisition efforts. All of our solutions are built in-house, giving us full control over processes and outputs—from concept to consumer. Thus, we are able to ensure the highest level of customer satisfaction throughout the lifecycle our products.

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