What are the responsibilities and job description for the Customer Support Manager position at H2 Media Production Inc. (BNTV)?
Customer Support Manager will lead our dedicated support team at Build Network TV, ensuring that our customers receive outstanding service and prompt resolution of issues.
Description
Job Title: Customer Support Manager
Location: Orlando, FL (Remote options available)
Overview:
The Customer Support Manager will lead our dedicated support team at Build Network TV, ensuring that our customers receive outstanding service and prompt resolution of issues. This role is pivotal in maintaining high customer satisfaction, driving retention, and providing actionable feedback to enhance our service offerings.
Key Responsibilities:
- Team Leadership & Management:
- Oversee daily operations of the customer support team, including scheduling, performance reviews, and training.
- Mentor and develop support staff to ensure professional growth and exceptional service standards.
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Customer Service Excellence:
- Implement and refine customer service policies, procedures, and best practices.
- Manage the support ticketing system, ensuring efficient workflows and timely resolution of customer inquiries.
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Performance Monitoring & Reporting:
- Track key performance metrics (e.g., resolution time, customer satisfaction scores, first-contact resolution) and generate regular performance reports for senior management.
- Identify trends and areas for improvement, implementing solutions to enhance the overall customer experience.
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Cross-Functional Collaboration:
- Work closely with Product, Technical, and Sales teams to address recurring issues and optimize service delivery.
- Act as the voice of the customer, providing insights and feedback to drive continuous improvement.
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Process Improvement:
- Develop and execute strategies to streamline support operations and improve efficiency.
- Leverage customer feedback to inform service enhancements and new feature development.
Requirements:
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- 3 years of experience in a customer support leadership role, preferably within a media, technology, or digital services environment.
- Proven ability to lead and motivate a team in a fast-paced setting.
- Strong problem-solving and conflict resolution skills.
- Proficiency with helpdesk and CRM software (e.g., Zendesk, Freshdesk) and MS Office Suite.
- Excellent communication and interpersonal skills.
Compensation:
Salary Range: $45,000 to $75,000 per year
Salary is commensurate with experience and performance, with potential for performance-based bonuses.
If you are passionate about delivering exceptional customer experiences and thrive in a dynamic, collaborative environment, we invite you to join our team at Build Network TV and help us set new standards in customer support excellence.
Salary
$45,000 - $75,000 per year
Salary : $45,000 - $75,000
