Overview
Client Support Manager/Remote Jobs in Cape Town, South Africa at Lead Generation Group
Position: Client Support Manager (Remote)
Job Summary
We are seeking a dedicated Client Support Manager to lead our customer support team in delivering top-tier service. As the Client Support Manager, you will oversee team performance, drive continuous improvement, and ensure issues are resolved promptly. The ideal candidate should have a strong understanding of US consumer behavior, customer service expectations, and regulatory requirements to enhance the support experience.
Key Responsibilities
Team Leadership and Mentorship:
Serve as the Client Support Manager by guiding, training, and motivating support representatives to meet and exceed service KPIs.
Customer Inquiry Resolution:
Oversee timely handling of questions, complaints, and escalations, ensuring high-quality outcomes and customer satisfaction.
Process Optimization:
Continuously refine support workflows, implement best practices, and leverage new tools to boost efficiency and service delivery.
Cross-Functional Collaboration:
Work closely with product, sales, and marketing teams to enhance the overall customer journey and drive growth opportunities.
Qualifications:
Bachelor’s degree in Business, IT, or a related field preferred.
3+ years of experience in support or customer service management.
Strong leadership, communication, and problem-solving skills.
Experience with CRM/ticketing systems (Zendesk, Salesforce, etc.).
Knowledge of US customer service standards, data privacy laws (CCPA), and time zone management.
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Title: Client Support Manager/Remote
Company: Lead Generation Group
Location: Cape Town, South Africa
Category: Customer Service/HelpDesk (Customer Success Mgr./ CSM, Client Relationship Manager), Management (Client Relationship Manager)
