Customer Service Operations Manager

7 days ago


Wellington, Wellington, New Zealand Silverbear Ltd. Full time

About Silverbear Ltd.

We are a leading provider of innovative software solutions for the hospitality and retail industries, helping businesses streamline their operations and deliver seamless customer experiences. Our collaborative and fast-paced environment ensures that every team member has the tools, training, and support needed to succeed.

Job Overview:

This is a leadership role for an experienced customer service professional to manage our support team and drive service excellence. The ideal candidate will have a strong background in customer-facing roles, excellent communication skills, and the ability to thrive in a fast-paced environment with changing priorities.

Key Responsibilities:

  • Manage, support, and develop the Customer Support team, conducting regular performance reviews.
  • Monitor KPIs and ensure SLAs are met, maintaining a high standard of customer service.
  • Act as an escalation point for complex customer issues, ensuring timely and effective resolutions.
  • Develop and implement training plans to help team members achieve their full potential.
  • Oversee ticket handling systems, ensuring issues are logged and resolved efficiently.
  • Identify patterns in customer contacts and proactively suggest improvements.
  • Work alongside the Senior Support Manager on recruitment, onboarding, and HR-related tasks.
  • Champion service excellence and foster a culture of collaboration and continuous improvement.

Requirements:

  • Minimum 3 years of experience in an IT support or customer-facing role.
  • Strong organisational and time management skills with the ability to prioritise workloads.
  • Excellent communication skills, both written and verbal.
  • Experience leading or managing a customer-facing team.
  • Ability to thrive in a fast-paced environment with changing priorities.


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