Manager, Customer Support (IGT1 Kyriba)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are delighted to be seeking a Customer Support Manager reporting to the regional this role you will be the conductor of our Customer experience orchestrating people process and prioritization so our customers receive swift empathetic and high quality resolutions. Youll coach the team set clear operating rhythms and bring the right experts in at the right timeturning reactive support into proactive value. You own outcomes (SLA CSAT quality) while driving continuous improvement from rootcause analyses and partnering crossfunctionally with Product Engineering and Customer Success. Your work safeguards critical business processes and strengthens customer loyalty and success.
Key Responsibilities
- Manage and guide the team of client support consultants including workload management regular queue reviews coaching and ensuring best practices in support service delivery
- Oversee incoming support tickets enforce timely responses within SLAs monitor phone coverage manage escalations and drive incident management with internal Incident Crisis team and ensuring proper ticker closure
- Serve as the primary escalation point collaborate with technology product and engineering teams to resolve complex issues and communicate effectively with clients during escalations.
- Lead regular client meetings deliver KPI reports maintain a focus on client satisfaction by providing quality answers understanding client impact and proactively managing potential escalations.
- Onboard and coach new members provide ongoing product and industry training create development plans and evaluate team performance on a regular basis.
Qualifications :
- Proven leadership in support roles experience managing high-volume support operations cross-functional collaboration client relationship management and analytical and troubleshooting skills.
- Bachelors or Graduate degree in Business Finance Account Computer Science or equivalent experience.
- Customer-centric quality-driven resilient under pressure and focused on continuous improvement and team development.
- Empathy & client focus ownership and accountability.
- Collaboration and teamwork continuous improvement and remaining calm under pressure.
Additional Information :
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
We are growing! At IFS we are constantly growing to deliver award-winning solutions to hundreds of partners and thousands of customers worldwide! We help companies who want to be their best when it matters most at their #momentofservice. Visit https://ifs.link/IzM0px to find out mo ... View more
