Customer Support Team Manager - Bali (Remote)

Join IONOS, a global leader in cloud infrastructure and web hosting, as a Customer Support Team Manager in the vibrant heart of Bali. This is a unique opportunity to lead a high-performing team while enjoying the tropical work-life balance of Canggu, Ubud, or Denpasar. As a Customer Support Team Manager, you'll oversee a team of dedicated professionals who provide exceptional customer service, ensuring our clients receive the support they need to succeed in the digital world.

In this role, you'll be responsible for managing a team of 5-7 Customer Support Representatives, setting performance standards, and implementing strategies to enhance customer satisfaction. You'll work closely with our technical and sales teams to ensure seamless communication and a unified approach to customer service. Using tools like Zendesk, Slack, and Microsoft Teams, you'll streamline our support processes and drive continuous improvement.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of Customer Support Representatives, fostering a culture of excellence and continuous learning.
• Set performance metrics and KPIs, and develop strategies to improve customer satisfaction and support processes.
• Monitor and analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with technical and sales teams to ensure a cohesive customer experience across all touchpoints.
• Implement and maintain support tools such as Zendesk, Slack, and Microsoft Teams to enhance efficiency and productivity.
• Develop and deliver training programs to upskill your team and ensure they are equipped to handle complex customer issues.
• Manage and resolve escalated customer issues, ensuring a high level of customer satisfaction.
• Stay up-to-date with industry trends and best practices in customer support to drive innovation and improvement.

🎓 Kualifikasi & Syarat

• Minimum 5 years of experience in customer support management, preferably in the technology or web hosting industry.
• Proven track record of successfully leading and managing a customer support team.
• Strong understanding of customer support processes, tools, and best practices.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Proficiency in English, both written and spoken.
• Experience with support tools such as Zendesk, Slack, or Microsoft Teams is a plus.
• Bachelor's degree in Business Administration, Computer Science, or a related field.

🛠️ Keahlian

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