Job Description
Job Title: Customer Support Manager - Work from HomeCompany: 3D4MedicalLocation: Limerick, Munster, IEJob Type: Full-timeSeniority: Mid-to-Senior LevelYears of Experience: 8Company Overview:3D4Medical is a leading provider of innovative medical and anatomical software solutions. Our mission is to enhance the understanding of the human body through state-of-the-art 3D technology. We believe in fostering a collaborative and inclusive environment where creativity and adaptability thrive. Join our dynamic team and contribute to revolutionizing medical education and healthcare.Job Summary:We are seeking an experienced Customer Support Manager who will lead our customer support team and ensure our clients receive exemplary service for our products and services. This role entails developing strategies to enhance customer satisfaction, managing a remote support team, and fostering a positive and productive working environment. The ideal candidate will possess a combination of strong leadership skills, extensive experience in customer support, and a passion for innovative solutions.Key Responsibilities:Team Leadership and Development:Manage and mentor a remote customer support team of specialists, providing guidance and fostering a high-performance culture. Conduct regular performance evaluations, aiming for continuous improvement and individual growth.Customer Experience Enhancement:Develop, implement, and refine customer support processes and policies to enhance service delivery and increase customer satisfaction. Address escalated issues effectively and efficiently, providing timely resolutions and maintaining high customer satisfaction levels.Strategic Planning:Identify trends in customer feedback and propose actionable insights and improvements to products and services. Collaborate with other departments, such as product development and marketing, to align customer support functions with overall business goals.Training and Development:Design and implement training programs for customer support representatives to enhance their product knowledge and customer engagement techniques. Foster a culture of ongoing learning and development within the team.Reporting and Data Analysis:Monitor key performance indicators (KPIs) and prepare regular reports on team performance, customer satisfaction scores, and service trends. Use data-driven insights to inform decision-making and strategic planning.Customer Relationship Management:Build and maintain strong relationships with customers, acting as a trusted advisor to understand their needs and provide tailored solutions.Cross-Functional Collaboration:Work closely with sales, marketing, and product development teams to understand product features and communicate customer insights effectively.Requirements:Experience and Education:A minimum of 8 years of experience in customer support, with at least 3 years in a managerial role. Bachelor’s degree in Business Administration, Communications, or a related field preferred.Technical Skills:Proficient in customer support software and tools (e.g., Zendesk, Freshdesk) as well as Microsoft Office and remote collaboration tools (e.g., Slack, Zoom). Familiarity with technical concepts related to medical or anatomical software is a plus.Personal Traits:Adaptable and capable of navigating a dynamic environment with changing needs. Confident decision-maker with the ability to devise solutions quickly and effectively.Soft Skills:Strong creativity in resolving customer issues and enhancing service delivery. Excellent decision-making abilities with a focus on customer-centric outcomes. Outstanding interpersonal and communication skills, both verbal and written.Benefits:Comprehensive training and professional development opportunities. Retirement plan with company matching. Profit-sharing program based on company performance. Flexible work-from-home environment.Working Environment:At 3D4Medical, we foster a culture of ongoing learning and development that supports both personal and professional growth. We acknowledge that our employees are our greatest asset and are committed to creating an inclusive and dynamic workplace where every voice is heard.Application Process:If you believe you have the qualifications and experience we are looking for, we encourage you to apply! Please submit your resume and a cover letter detailing your relevant experience by October 29, 2024.Equal Opportunity Statement:3D4Medical is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr