Customer Support Manager.

Reports to: CEO of Top Line Limited.

Job overview: Customer Support Manager responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Main job functions, duties:
Respond to customer queries in a timely and accurate way, via phone, email or chat. Follow up with customers to ensure their technical issues are resolved. Take the extra mile to engage customers.
Providing feedback on the efficiency of the customer service process.
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
Managing product’s Help Centre (e.g. FAQ, Terms of Use, Terms of Service).
Monitor customer complaints on Help Centre and reach out to provide assistance.
Share feature requests and effective workarounds with team members.
Keep records of customer interactions, process customer accounts and file documents.
Development of company’s internal documents (e.g. Customer Support Policy).
Communicating and coordinating with team as necessary.