Job Description:
We are seeking an experienced and dedicated Customer Support Manager to lead our client success efforts at our AI Automation Agency. In this role, you will oversee the customer support team, ensuring clients have a seamless experience with our AI-powered solutions. You will develop and implement support strategies, optimize workflows, and drive customer satisfaction by resolving issues efficiently and proactively. As the primary advocate for clients, you’ll collaborate closely with cross-functional teams to align customer feedback with product improvements, helping our agency deliver unparalleled value to businesses adopting AI automation.
As the Customer Support Manager, you will be instrumental in fostering long-lasting client relationships by ensuring exceptional service at every touchpoint. You will lead a high-performing support team, monitor and improve key performance metrics, and create a robust knowledge base to empower both clients and team members. Your role will include onboarding clients, providing technical training, and ensuring they fully leverage our AI solutions. Additionally, you will act as a key escalation point for critical issues, ensuring timely resolutions while identifying opportunities to improve processes. By staying updated on AI trends and best practices, you’ll help position the agency as a leader in customer-centric AI automation. This is an opportunity to take ownership of client success, build a world-class support framework, and play a vital role in driving the agency’s growth and reputation. If you’re passionate about customer service and thrive in a fast-paced, innovative environment, we’d love to hear from you.
Responsibilities:
- Manage the customer support team to ensure timely and effective resolution of client issues.
- Develop and implement strategies to improve customer satisfaction and retention rates.
- Monitor support metrics (e.g., response time, resolution time) and optimize processes to meet performance goals.
- Oversee onboarding processes to ensure clients maximize value from AI automation solutions.
- Act as the primary escalation point for critical customer concerns and provide quick resolutions.
- Collaborate with product and development teams to address customer feedback and improve solutions.
- Create and maintain a knowledge base of FAQs, tutorials, and troubleshooting guides.
- Provide training to support team members on technical aspects of AI automation tools.
- Conduct regular performance reviews and mentorship for customer support staff.
- Ensure compliance with SLAs and client contracts related to customer service.
- Gather and analyze client feedback to identify trends and recommend improvements.
- Host periodic check-ins and webinars to engage with key clients and enhance their experience.
- Develop scalable support processes to handle a growing client base effectively.
- Stay updated on AI technology trends to better support client inquiries and adoption.
- Represent the agency at industry events, promoting customer-centric service and innovation.
Preferred Qualifications:
- Bachelor’s degree in Business, Communication, or a related field.
- Proven experience managing a customer support team, preferably in a tech or AI environment.
- Excellent communication and problem-solving skills with a client-focused mindset.
- Familiarity with support tools like Zendesk, HubSpot, or similar platforms.
- Strong organizational skills, with the ability to manage multiple priorities and meet deadlines.