Customer Service | Operations Manager

hace 2 semanas

Antioquia, Colombia WrightBIS - Business Software Solutions A tiempo completo

Job Title: Customer Support Operations Manager (Bilingual: English/Spanish)

Location: Remote (Preferred Base: Colombia)

About Us:
We are a global eCommerce company providing software solutions and are committed to delivering exceptional customer service. As we optimize our operations, we seek an experienced Customer Support Operations Manager to enhance processes, oversee a distributed support team, and drive improvements in customer satisfaction. Candidates with experience in Microsoft software, certifications, or prior roles with leading tech companies like Microsoft or Dell are strongly preferred.

Job Overview:
The Customer Support Operations Manager will analyze, improve, and oversee our global remote support operations. This role involves identifying inefficiencies, reducing chargebacks, ensuring the support team meets performance standards, and conducting proactive customer outreach to maintain high satisfaction levels. The manager will also monitor and respond to reviews on Trustpilot to strengthen our brand reputation and ensure proper troubleshooting and client communication. The ideal candidate must be bilingual (English/Spanish), experienced in Microsoft software and tools, and capable of managing and training remote staff while maintaining a customer-centric approach.

Key Responsibilities:

  • Process Analysis and Optimization:
    • Evaluate and improve existing customer support workflows.
    • Identify inefficiencies, implement solutions, and streamline processes to reduce chargebacks.
    • Document and refine standard operating procedures (SOPs).
  • Team Supervision and Training:
    • Manage and train a globally distributed support team working across time zones.
    • Conduct performance evaluations, coaching, and mentorship.
    • Onboard and train new agents, focusing on scaling operations in Colombia.
  • Customer Outreach and Satisfaction:
    • Conduct proactive outreach to ensure customer satisfaction.
    • Address customer feedback to resolve issues effectively.
    • Monitor post-purchase experiences to prevent dissatisfaction.
  • Quality Control and Reporting:
    • Ensure high-quality support across email, chat, and phone channels.
    • Generate reports on response times, resolution rates, chargebacks, and customer satisfaction.
    • Develop KPIs to measure and improve team performance.
  • Customer Escalations and Chargebacks:
    • Handle escalated cases and ensure timely, satisfactory resolutions.
    • Analyze chargeback trends and implement preventive measures.
  • Monitoring and Responding to Trustpilot Reviews:
    • Monitor reviews on Trustpilot and other platforms to gauge customer sentiment.
    • Respond professionally to reviews, addressing concerns and celebrating successes.
    • Use review feedback to refine support processes.
  • Tool Utilization and Optimization:
    • Optimize the use of Freshdesk (email), Shopify Inbox (chat), and RingCentral (phone).
    • Train staff on best practices for using these tools.
  • Technical Support and Troubleshooting:
    • Provide first and second-tier support for Microsoft software and other products.
    • Create and update end-user support documentation and knowledge bases.
    • Assist with complex technical issues and communicate solutions clearly to customers.

Qualifications and Skills Required:

  • Experience:
    • 3-5 years of experience managing customer support operations in a remote or global environment.
    • Prior experience working for Microsoft or Dell in a call-center or support capacity is a strong asset.
    • Experience delivering online training is an asset.
  • Technical Skills:
    • Broad technical knowledge of Microsoft software.
    • Proficiency in Freshdesk, Shopify Inbox, and RingCentral, or similar tools.
    • Microsoft Certification is highly desirable.
    • Experience with Zendesk is a plus.
  • Soft Skills:
    • Bilingual in English and Spanish with excellent communication skills.
    • Strong interpersonal skills and a customer-focused attitude.
    • Exceptional problem-solving abilities and a proactive mindset.
    • Superior attention to detail and organizational skills.
    • Ability to manage multiple time-sensitive responsibilities concurrently.

What We Offer:

  • A full-time, remote position with a flexible work environment.
  • Competitive compensation and opportunities for growth within the company.
  • A chance to lead and improve a critical function in a dynamic global team.
  • Exposure to eCommerce, customer service, and technical operations in a growing industry.
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