Assistant Support Manager

JOB BRIEF We are seeking a dynamic and detail-oriented Assistant Support Manager to join our team and help oversee day-to-day support operations. In this role, you will act as a bridge between support representatives and senior management, ensuring efficient workflows, high customer satisfaction, and smooth resolution of technical or service-related issues. The ideal candidate is an experienced professional with a passion for improving processes, mentoring team members, and delivering exceptional customer support services. As an Assistant Support Manager, you will play a crucial role in managing support team activities, monitoring performance metrics, and fostering a collaborative, customer-centric culture within the organization RESPONSIBILITIES 1. Team Supervision and Leadership: · Assist the Support Manager in supervising the daily operations of the support team. · Act as a point of escalation for customer issues and ensure timely resolutions. · Motivate, mentor, and coach team members to achieve individual and team performance goals. 2. Operational Management: · Monitor and manage support tickets, ensuring SLAs (Service Level Agreements) are met or exceeded. · Implement and maintain workflows to optimize efficiency and improve response/resolution times. · Identify recurring issues and work with relevant departments to address root causes. 3. Customer Satisfaction: · Ensure a customer-first approach is maintained across all team interactions. · Collect and analyse customer feedback to identify improvement areas. · Collaborate with the Support Manager to develop initiatives that enhance customer satisfaction and retention. 4. Reporting and Metrics: · Track team performance metrics, such as response time, resolution time, and customer satisfaction scores. · Prepare regular performance reports for the Support Manager and senior management. · Assist Support Manager in preparing Root Cause Analysis (RCA) 5. Collaboration: · Work closely with other departments, such as Solution Consultant, Account Managers, and Technical, to resolve complex issues and improve product knowledge within the team. · Participate in cross-functional meetings to share support insights and advocate for customer needs. 6. Training and Development: · Assist in onboarding and training new support team members. · Conduct regular skill-building sessions and workshops to enhance team capabilities. REQUIREMENTS Education and Qualifications Bachelor’s degree in IT/Computer Science. Relevant Experience · Minimum 6 years of experience in a customer support management role. · Extensive experience in a technical support role (SQL, API, SFTP, Cloud, Payment Transaction, etc) is required. · Experience in the payment card industry will be a strong plus. Skills and Knowledge · Possess a strong sense of empathy, understanding and relating to customers' concerns and emotions. · Anticipate potential issues, identify trends, and implement preventive measures to ensure customers' needs are met before problems arise. · Effective communication skills, both verbal and written, are necessary, with the ability to convey technical information to non-technical users in multiple languages. · Able to set clear goals, provide guidance and feedback, and empower team members to excel in their roles. · Strong organizational skills to help stay on top of the workload, meet deadlines, and maintain efficient support operations. · Ability to work flexible hours when needed to meet customer demands. · Willingness to embrace change and help the team adapt to evolving processes and technologies.