Support Manager

hace 2 semanas

Desde casa, México TRUE OMNI A tiempo completo

**Who we are.**

True Omni is changing the way our customers and marketers use technology to buy, sell and inspire its customers. A new world of utilizing self-service solutions from interactive experiences, mobile and signage is the next generation of customer engagement. Our products are built to engage users on an emotional level and built to drive convenience, efficiency, better data and revenue.. We’ve experienced consistent growth since launching in 2018 and won many awards for Kiosk design, and signage solutions. We work hard each day to connect and define new experiences for the biggest brands in travel, hospitality and retail. Join us for the next chapter and help us build this company together.

**Some things you might want to know about True Omni.**
- Work with some of the most motivated and best and brightest in the business. Be part of our team of innovators that are passionate about what we are doing.
- We’ve been focused on the growth of every person in the company - if you want to learn and build your horizons, the ability for advancement is made available to everyone
- We virtualized our company, work anywhere in the world, or set up shop in some of our main hubs like Old Town Scottsdale, Guadalajara, Cancun, or Miami.
- Connect with travel opportunities to meet our clients around the world, gain experience in travel industries that are using technology to change the world.
- We love our employees and we take care of them with health, dental, and vision insurance plans as well as paid vacation and holidays.

**Summary**
- True Omni is seeking a dedicated and customer-oriented Support Manager to lead our support team and ensure exceptional customer experiences. As the Support Manager, you will be responsible for managing all aspects of our customer support operations, including team management, process improvement, and maintaining high service standards. Your leadership skills and passion for customer satisfaction will be key in driving the success of our support department.

**Responsibilities**
- Lead, mentor, and manage the support team, fostering a customer-centric culture and ensuring efficient and effective resolution of customer inquiries and issues.
- Develop and implement support strategies, policies, and procedures to optimize customer satisfaction and meet service level agreements.
- Collaborate with cross-functional teams, including product, engineering, and sales, to identify and address customer pain points, escalate issues, and drive product improvements.
- Monitor support team performance and metrics, providing regular feedback, coaching, and training to enhance their skills and deliver outstanding service.
- Continuously improve support processes and workflows, implementing best practices and automation tools to increase efficiency and reduce response times.
- Maintain a deep understanding of our products, features, and technical capabilities to provide accurate and comprehensive support to customers.
- Analyze customer support data and trends to identify areas for improvement and develop actionable insights for the organization.
- Handle escalated customer issues and complex inquiries, ensuring prompt and satisfactory resolution.
- Collaborate with stakeholders to create and maintain a knowledge base and self-service resources for customers.
- Prepare regular reports and presentations on support team performance, customer feedback, and improvement initiatives.

**Qualifications**
- Bachelor's degree in Business Administration, Communication, or a related field. Relevant certifications are a plus.
- Proven experience in a customer support or customer service management role.
- Strong leadership skills, with the ability to motivate and inspire a team to deliver exceptional customer experiences.
- Excellent communication and interpersonal skills, with the ability to empathize with customers and build positive relationships.
- Solid understanding of support operations and best practices in delivering customer service excellence.
- Proficiency in customer support tools and systems, such as ticketing systems and knowledge base platforms.
- Analytical mindset with the ability to leverage data and metrics to drive decision-making and process improvements.
- Strong problem-solving skills, with the ability to think critically and find creative solutions to customer issues.
- Experience with implementing customer support automation tools and chatbots is a plus.
- Excellent time management and organizational skills to prioritize and manage multiple tasks simultaneously.
- Ability to thrive in a fast-paced and dynamic environment.

**Requirements**:

- Proven experience in customer support or customer service management.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Familiarity with support operations and best practices.
- Proficiency in customer support tools and systems.
- Analytical and problem-solving abilities.
- Experienc

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