Customer Support Manager with English

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The HeadHunter Group is an innovative Staffing and Recruiting Company with HQ in the USA, Dover, Delaware, operating in Canada, Mexico, Albania, Kosovo, Montenegro, North Macedonia, Bosnia & Herzegovina, Serbia, Cyprus, Greece, and Bulgaria. We offer the newest mentality in the Staffing industry and our core business is Candidates and Clients.

Our client is looking for a Customer Support Manager with English - Based in Prishtina, Kosovo

About the Role:

We are seeking an innovative, team-oriented, and results-driven Customer Support Manager to lead our Support Center. In this role, you will provide guidance on technical issues, coordinate team coverage, and build on the department's success to deliver a top-notch customer experience. The ideal candidate has successfully led Customer Support team and is an innovative problem solver.

Your primary objective is to ensure that every customer interacting with our platform has the best possible experience, and you will support the Customer Support team in achieving this through hands-on leadership and guidance.

Responsibilities:

• Directly manage a team Customer Support Representatives, including setting team objectives, maintaining morale, and fostering a positive team culture.
  
• Empower the team to deliver exceptional customer support experiences across multiple channels: email, live chat, and phone.
  
• Set quarterly individual goals and provide ongoing performance feedback to team members.
  
• Analyze measurement criteria to identify trends and drive improvements in customer satisfaction, operating efficiency, and product quality.
  
• Collaborate cross-functionally on process improvements, manage critical issue communications, and deliver on business objectives.
  

• Engage in support of key accounts and manage escalations effectively.

• Build strong relationships with customer-facing teams across the organization.

• Focus on creating an inclusive, fun, and collaborative team environment.
  

Requirements:

• At least 3 years of experience leading a support team

• Core competencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Intuition, and Strategy Planning.
• Ability to set an example of integrity, ethical behavior, and professionalism, while maintaining an inclusive and positive work environment.
  
• Excellent organizational skills with the ability to prioritize, lead, multi-task, and execute projects across different functions.
  
• Superior communication skills (presentation, written, and verbal) to interact effectively with all levels of professional staff.
  

• Ability to explain complex concepts in a simple and clear manner.

• Proven problem-solving skills and ability to navigate complicated situations professionally.
  
• Demonstrated track record of expanding the scope and responsibilities of a support team.
  
• Familiarity in the ICT field is a plus.

Are you ready for a new challenge in an innovative company? If you believe you have the right skills and experience for this position, we look forward to getting to know you and offering you a transformative career opportunity!