Customer Service Support Manager

About the Role

Our client is a well-established B2B software provider delivering specialized technological solutions tailored for organizations operating in intricate and heavily regulated sectors. They are currently looking for a seasoned Customer Care Manager to steer the customer support division and enhance the overall client service experience.

Key Responsibilities

• Manage day-to-day operations of customer care, ensuring clients obtain prompt, consistent, and superior support.
• Analyze service metrics, operational patterns, and customer input to pinpoint improvement opportunities.
• Drive initiatives aimed at optimizing workflows, crafting documentation, defining service standards, and enhancing support tools.
• Establish and nurture trustworthy relationships with clients to proactively identify risks that could impact retention or satisfaction.
• Engage in strategic customer discussions and executive-level business reviews when required.
• Maintain transparent communication and responsibility throughout active customer interactions.
• Act as the central escalation contact for complex or critical customer issues.
• Lead, mentor, and cultivate a team of customer care and software support professionals.
• Set team objectives, define performance expectations and KPIs, and develop individual growth plans.
• Manage recruitment, onboarding, team staffing, and resource planning.
• Conduct performance evaluations and manage any performance-related concerns.
• Foster a collaborative, accountable, and customer-oriented team atmosphere.
• Support the team in identifying additional client needs and coordinate potential business opportunities with commercial teams.
• Define and track departmental KPIs, service levels, and customer service benchmarks.
• Prepare and present performance and operational reports to senior leadership.
• Oversee department staffing, budgeting, and forecasting.
• Leverage data and customer feedback to inform operational decisions and continuous improvement initiatives.
• Collaborate cross-functionally with Sales, Implementation, Product, Engineering, Finance, and Technical Support teams to create a unified customer journey.
• Enhance customer transition processes from sales to implementation to ongoing support.
• Coordinate internal responses to urgent or complex client challenges.
• Communicate client feedback, product deficiencies, and recurring support issues to Product and Engineering teams.
• Assist in developing scalable processes to support company growth.

Qualifications

• Minimum of 7 years in roles related to software customer support, customer care, or client services.
• Proven record in supervising and nurturing customer-facing teams.
• Expertise in resource management, project coordination, and operational control.
• Excellent written and verbal communication capabilities.
• Comfortable engaging directly with clients, senior executives, and cross-departmental stakeholders.
• Experience establishing and managing KPIs, SLAs, and team performance standards.
• Strong analytical thinking and problem-solving aptitude.
• Adept at handling competing tasks within a dynamic environment.
• Familiarity with CRM, ticketing, or customer service platforms, preferably HubSpot or similar tools.
• Competence with common business productivity software.

Preferred Experience

• Background in supporting clients in B2B SaaS or enterprise software settings.
• Experience with complex, technical, or strictly regulated client organizations.
• Knowledge of software implementation processes, application support, or post-sales service management.
• Participation in executive-level customer meetings or business reviews.