Customer Support Manager

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

A Customer Support Manager is responsible for overseeing a team of customer support representatives, ensuring high levels of customer satisfaction, and maintaining efficient operations within the support department. This role involves developing and implementing support strategies, managing service quality, and facilitating continuous improvement through training and feedback. The Customer Support Manager also collaborates with other departments to address and resolve complex customer issues, aligns support practices with company goals, and leverages data-driven insights to enhance the customer experience and drive loyalty.

- Bachelor's degree in Business Administration, Communications, or related field
- Proven experience in a customer support or similar role, with at least 3-5 years in a managerial position
- Strong leadership and team management skills
- Excellent written and verbal communication skills
- Proficiency in customer support software and tools (e.g., Zendesk, Salesforce, Freshdesk)
- Ability to analyze and interpret customer support metrics and reports
- Strong problem-solving and conflict resolution abilities
- Exceptional organizational and multitasking skills
- Familiarity with CRM systems and practices
- Experience in training and mentoring support teams
- Ability to develop and implement customer support policies and procedures
- High level of attention to detail and quality assurance
- Budget management experience
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Strong time management skills and ability to meet deadlines
- Adaptability to industry changes and emerging customer support technologies
- Ability to work collaboratively with cross-functional teams
- Customer-oriented mindset with a focus on satisfaction and retention
- Availability to work flexible hours, including occasional evenings and weekends if necessary

- Respond to customer inquiries via phone, email, and chat
- Monitor and manage the customer support ticketing system
- Train, mentor, and supervise customer support representatives
- Analyze customer feedback and complaints
- Report findings to senior management
- Develop and implement customer support policies and procedures
- Conduct regular team meetings
- Collaborate with other departments to address customer needs
- Create and distribute customer support performance reports
- Handle escalated customer issues and provide resolutions
- Oversee and implement customer support software and tools
- Participate in ongoing training and professional development
- Manage the customer support budget
- Develop and maintain a knowledge base of FAQs and resources
- Perform quality assurance checks
- Gather and analyze customer service metrics
- Forecast demand and plan for staffing needs

The ideal candidate for the Customer Support Manager position is a seasoned leader with a bachelor's degree in Business Administration, Communications, or a related field, and possesses a minimum of 3-5 years of managerial experience within customer support roles. This individual demonstrates strong leadership and team management skills, coupled with exceptional written and verbal communication capabilities. Proficiency in customer support software such as Zendesk, Salesforce, and Freshdesk is essential, along with a solid understanding of CRM systems and industry best practices. They possess a high level of emotional intelligence, an empathetic and patient demeanor, and a customer-focused mindset dedicated to ensuring satisfaction and retention. The ideal candidate excels in problem-solving and conflict resolution, with strong analytical skills to interpret customer support metrics and reports. This person is exceptionally organized, detail-oriented, and capable of multitasking in a fast-paced environment, with solid budget management experience. They are proactive, solutions-oriented, and adaptable to industry changes and emerging technologies, demonstrating a commitment to continuous learning and team development. Collaborative by nature, they thrive when working with cross-functional teams and bring high integrity, professionalism, and a strong work ethic to their role. This candidate is capable of handling criticism positively, working under pressure, and is willing to work flexible hours, including occasional evenings and weekends if necessary. Their innovative mindset and passion for improvement set them apart as an exceptional fit for this role.

- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Monitor and manage the customer support ticketing system to ensure all issues are addressed and resolved promptly
- Train, mentor, and supervise customer support representatives to ensure they adhere to company policies and provide excellent service
- Analyze patterns in customer feedback and complaints to identify areas for improvement and report findings to senior management
- Develop and implement customer support policies, procedures, and standards to enhance service quality and efficiency
- Conduct regular team meetings to discuss performance metrics, share updates, and address any team concerns or challenges
- Collaborate with other departments, such as Sales, Marketing, and Product Development, to address customer needs and improve overall customer experience
- Create and distribute customer support performance reports, including response times, resolution times, and customer satisfaction ratings
- Handle escalated customer issues and provide resolutions to ensure customer satisfaction and retention
- Implement and oversee the use of customer support software and tools to streamline operations and improve productivity
- Participate in ongoing training and professional development to stay current on industry best practices and emerging customer support technologies
- Manage the customer support budget, including staffing, resources, and technology investments
- Develop and maintain a knowledge base of FAQs, troubleshooting guides, and other resources to assist both customers and support staff
- Perform quality assurance checks to ensure support interactions meet or exceed established standards
- Gather and analyze customer service metrics to forecast demand and plan for staffing needs accordingly

- Strong leadership and motivational skills
- Empathetic and patient demeanor
- Excellent problem-solving abilities
- High emotional intelligence
- Adaptability and flexibility
- Strong analytical skills
- Proactive and solutions-oriented
- Exceptional organizational skills
- Detail-oriented mindset
- Strong interpersonal communication
- Customer-focused attitude
- Ability to work under pressure
- Collaborative and team-oriented
- Innovative and open to new ideas
- High integrity and professionalism
- Strong work ethic and reliable
- Passion for continuous learning and improvement
- Resilient and able to handle criticism professionally

- Competitive salary range ($70,000 - $90,000 annually)
- Comprehensive health benefits (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) including holidays, vacation, and sick leave
- Flexible work hours and remote work opportunities
- Professional development and training programs
- Career advancement opportunities
- Employee assistance program (EAP)
- Wellness programs and gym membership discounts
- Commuter benefits and public transportation stipends
- Casual dress code
- Employee discount programs
- Company-sponsored social events and team-building activities
- Work-life balance initiatives
- Performance bonuses and incentives
- Tuition reimbursement for approved courses
- Parental leave policies
- Company-paid life insurance and disability insurance
- Recognition and rewards programs