Customer Support Operations Manager

At Vintti, we understand the importance of real-time collaboration in today's fast-paced business environment. Our staffing solutions focus on connecting US companies with Latin American talent operating in compatible time zones. This strategic approach ensures that businesses can engage with their team members during regular office hours, facilitating immediate communication, swift problem-solving, and seamless project coordination.

A Customer Support Operations Manager plays a crucial role in ensuring the smooth and efficient functioning of a company's customer support department. This role involves overseeing daily operations, implementing effective support strategies, and improving customer service processes to enhance the overall customer experience. The manager coordinates with various teams to ensure prompt and accurate resolution of customer inquiries, monitors key performance indicators, and continuously seeks ways to optimize support workflows. By driving operational excellence and fostering a customer-centric culture, the Customer Support Operations Manager contributes significantly to customer satisfaction and business success.

- Bachelor's degree in business administration, management, or a related field
- Minimum of 5 years of experience in customer support or service roles
- At least 3 years of experience in a managerial or supervisory position within customer support operations
- Proven track record of managing and improving customer support functions
- Proficiency in using customer support software and tools (e.g., CRM systems, help desk software)
- Strong analytical skills to assess and improve team performance
- Excellent communication and interpersonal skills
- Ability to handle escalated customer issues and provide effective resolutions
- Experience in developing and implementing support policies and procedures
- Strong leadership and team management skills
- Ability to conduct training and coaching sessions
- Experience in conducting quality assurance checks and managing KPIs and SLAs
- Strong project management skills and ability to execute enhancement projects
- Knowledge of industry regulations and legal requirements related to customer support
- Ability to collaborate with other departments for process improvement
- Experience with recruiting, onboarding, and training support team members
- Proficiency in creating and maintaining support documentation and knowledge bases
- Strong problem-solving skills and attention to detail
- Ability to foster a positive team environment and maintain high employee engagement
- Excellent time management and organizational abilities

- Oversee daily operations of the customer support team for efficient service delivery
- Monitor and assess team performance using KPIs and SLAs
- Conduct regular team meetings for updates and morale
- Develop, update, and implement customer support policies and SOPs
- Provide coaching and training to improve team skills
- Handle escalated customer complaints and complex issues
- Analyze support trends and identify areas for improvement
- Coordinate with other departments to streamline processes
- Track and report on support metrics to upper management
- Manage and optimize support tools and technologies
- Conduct quality assurance checks on customer interactions
- Assist in the recruitment, onboarding, and training of new team members
- Develop and maintain a knowledge base and support documentation
- Plan and execute projects to enhance customer support operations
- Ensure compliance with company policies, industry regulations, and legal requirements
- Foster a positive and collaborative team environment
- Address and resolve workforce management issues including scheduling and attendance
- Collaborate with marketing to gather customer feedback for product development initiatives

The ideal candidate for the Customer Support Operations Manager role is a seasoned professional with a minimum of 5 years of experience in customer support or service roles and at least 3 years in a managerial capacity within customer support operations. They possess a bachelor's degree in business administration, management, or a related field, and have a proven track record of enhancing customer support functions through strong leadership and strategic thinking. This individual excels in using customer support software and tools, such as CRM systems and help desk software, and has a keen analytical mind for assessing team performance and driving continuous improvement. They are excellent communicators, both written and verbal, with a high degree of empathy and a customer-centric mindset. The candidate demonstrates exceptional abilities in handling escalated issues, providing effective training and coaching, and collaborating with cross-functional teams to streamline processes and gather customer feedback for product development. They bring strong project management skills and ensure compliance with industry regulations and company policies. This proactive problem solver is adaptable, open to feedback, and thrives under pressure, maintaining a positive attitude and high standards of integrity. With a focus on accuracy, detail orientation, and results-driven strategies, they foster a collaborative and engaging team environment, enhancing overall employee engagement and retention.

- Oversee daily operations of the customer support team to ensure efficient and effective customer service delivery.
- Monitor and assess team performance through key performance indicators (KPIs) and service level agreements (SLAs).
- Conduct regular team meetings to communicate updates, address concerns, and foster team morale.
- Develop, update, and implement customer support policies and standard operating procedures.
- Provide coaching and training sessions to improve team members' skills and knowledge.
- Handle escalated customer complaints and complex support issues directly, ensuring timely resolution.
- Analyze support trends and identify areas for continuous improvement.
- Coordinate with other departments, such as sales and product development, to streamline processes and improve the customer experience.
- Track and report on support metrics and performance data to upper management.
- Manage and optimize support tools and technologies to improve efficiency.
- Conduct quality assurance checks on customer interactions to ensure high standards of service.
- Assist in the recruitment, onboarding, and training of new customer support team members.
- Develop and maintain a knowledge base and support documentation for internal use and customer self-service.
- Plan and execute projects aimed at enhancing customer support operations and capabilities.
- Ensure compliance with company policies, industry regulations, and legal requirements within the support operations.
- Foster a positive and collaborative team environment to maintain high levels of employee engagement and retention.
- Address and resolve any workforce management issues, including scheduling, attendance, and performance concerns.
- Collaborate with marketing to gather customer feedback and insights for product development and improvement initiatives.

- Strong leadership and managerial skills
- Excellent communication, both written and verbal
- High degree of empathy and customer-centric mindset
- Proven ability to drive team performance and achieve targets
- Adaptable and open to feedback
- Proactive problem solver
- Strong organizational and multitasking abilities
- Ability to remain calm under pressure
- Detail-oriented with a focus on accuracy
- Proficient in conflict resolution
- Results-driven with a focus on continuous improvement
- Tech-savvy with the ability to quickly learn new tools
- Strategic thinker with innovative approach to challenges
- Collaborative team player
- High integrity and ethical standards
- Positive attitude and resilience
- Self-motivated and proactive in taking initiative
- Strong interpersonal skills to foster team cohesion and morale

- Competitive salary with performance-based bonuses
- Comprehensive health, dental, and vision insurance
- Flexible working hours and remote work options
- Generous paid time off (PTO) and holidays
- Retirement savings plan with company matching
- Professional development programs and opportunities for career growth
- Paid parental leave and family support programs
- Wellness programs including gym memberships and mental health resources
- Employee assistance program (EAP)
- Education reimbursement for job-related courses and certifications
- Company-sponsored social events and team-building activities
- Employee recognition and reward programs
- Work-from-home stipend for remote employees
- Onsite amenities such as a cafeteria and fitness center (if applicable)
- Transportation and commuting benefits
- Access to the latest technology and resources for your role