Customer Support Manager

Job DescriptionBela Brand Bat is seeking a dedicated and experienced Customer Support Manager to lead and improve our customer support team. The ideal candidate will manage daily operations, develop service procedures, and ensure that our clients receive timely, effective, and personalized support. This is a key leadership role that requires both strategic thinking and hands-on execution to elevate customer satisfaction and team performance.ResponsibilitiesLead and supervise the customer support team, including hiring, training, and performance managementDevelop and implement support policies, procedures, and best practices to enhance service qualityMonitor support metrics (response time, resolution time, CSAT, etc.) and provide performance reports to senior leadershipHandle escalated customer concerns and complaints with professionalism and urgencyCollaborate with product, sales, and operations teams to resolve recurring issues and improve client experienceConduct regular team meetings, coaching sessions, and training to ensure continuous growthIdentify areas for improvement and propose effective solutions to optimize workflowMaintain knowledge base and documentation up to date