Job Title: Operations Manager - Customer Support
Location: Borough Park, Brooklyn, NY
Job Type: Full-time
Salary: Competitive, based on experience
Company Overview:
We are a leading kosher cell phone company focused on providing top-notch mobile solutions and customer service. We are committed to delivering exceptional experiences to our customers, ensuring they receive the best possible support in managing their mobile devices. We are seeking a dedicated and experienced Operations Manager to join our team and help streamline our customer support processes, optimizing the use of CRM software and enhancing the overall customer experience.
Position Overview:
As an Operations Manager, you will oversee and manage the daily operations of the phone repair team, ensuring efficient and smooth delivery of services to our customers. You will be responsible for improving support workflows, enhancing the use of CRM software to optimize case management, and ensuring a high level of customer satisfaction. A background in CRM software proficiency and customer support experience is required, while knowledge of phone or electronics repair will be a plus.
Key Responsibilities:
- Customer Support Operations: Lead and optimize the daily operations of the customer support team, ensuring timely and accurate responses to customer inquiries.
-CRM Software Management: Utilize and manage CRM software to track and resolve customer support tickets, ensuring data integrity and reporting.
- Process Improvement: Continuously assess and improve customer support workflows to streamline processes, reduce response times, and increase overall efficiency.
- Team Leadership & Training: Manage, mentor, and train support team members on best practices for using CRM software and providing exceptional customer service.
- Reporting & Analytics: Monitor and analyze customer service metrics, providing reports and insights to senior management to improve support strategies and customer satisfaction.
- Support Systems Optimization: Ensure that all customer-facing support systems are functioning optimally and are updated as needed.
- Phone/Device Knowledge: Assist with phone and electronics repair inquiries and guide the team in resolving device-related issues (if applicable).
Qualifications:
-Proven experience (2+ years) as an Operations Manager or in a leadership role within customer support.
-Experience in using CRM software (e.g., Salesforce, Zendesk, HubSpot, etc.) to manage customer inquiries, track progress, and generate reports.
- Exceptional problem-solving skills and the ability to think critically under pressure.
- Excellent communication and interpersonal skills, capable of working with a diverse team and clientele.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Knowledge of phone or electronics repair is a plus but not required.
- Experience in the telecommunications or mobile phone industry is an advantage.
- Ability to train team members to achieve performance goals.
How to Apply
Please submit your resume and a cover letter outlining your relevant experience and interest in the position to [email/contact information].
We look forward to hearing how you can help shape the future of our customer support experience!
