Customer Support Manager

Job Description:

Job Summary:

We are looking for an experienced and customer-focused Customer Support Manager to lead our support team at Stride Software. The ideal candidate will be responsible for ensuring high-quality customer service, resolving client issues efficiently, and building strong client relationships. You will manage a team, improve support processes, and play a key role in customer retention and satisfaction.

Key Responsibilities:

• Lead and manage the customer support team to provide outstanding service.

• Handle escalated customer issues and resolve them in a timely and professional manner.

• Monitor support metrics (response time, resolution time, satisfaction scores) and implement improvements.

• Train and mentor support staff to improve technical knowledge and communication skills.

• Coordinate with product and development teams to address recurring issues and implement feedback.

• Ensure proper documentation of customer issues and resolutions in the support system.

• Build and maintain strong relationships with key clients.

• Conduct regular customer satisfaction surveys and take actions based on feedback.

• Maintain knowledge of company products, software updates, and policies.

Qualifications:

• Bachelor’s degree in Computer Science, IT, Business, or related field.

• 4–7 years of experience in customer support, preferably in a software/IT company.

• 2+ years of experience in a managerial or team lead role.

• Strong technical understanding of software products and services.

• Excellent verbal and written communication skills.

• Problem-solving and conflict-resolution abilities.

• Proficiency in CRM systems and support tools.