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Form of workJob Description
Product Support Manager
Dallas, TX
Direct Hire
Salary: $50k to $80k
Job Summary
We are looking for an experienced and highly-skilled Product Support Manager to join our client team. As a leading provider of smartphones and other mobile devices, they are expanding operations in the USA and require a dedicated individual to oversee the After Sales department. The Product Support Manager will have a dual responsibility - they will play a crucial role in ensuring customer satisfaction and loyalty by way of overseeing and improving a new team of live and AI agents, along with supporting the Sales and Product teams when the need arises, thing such as prototype testing, in conjunction with the engineering team as needed.
This position will require duties to be carried out in the office in near the DFW area, M-F 8:00 am - 4:30 pm.
If you have a passion for providing an optimal after-sales experience to customers and want to be part of a dynamic and growing company, we invite you to apply for the position of Product Support Manager. Help our client's team shape the future of mobile technology.
Essential Duties and Responsibilities (other duties may be assigned later)
● Provide exceptional customer service by addressing customer inquiries and resolving issues in a timely and professional manner
● Answer any escalated incoming customer calls, emails, and chat messages, promptly and courteously
● Act as the primary point of contact for customers and assist with order placement, product information, general inquiries, and troubleshooting
● Handle escalated B2B and B2C customer complaints and claims in a timely and professional manner
● Conduct occasional testing on prototype devices, in conjunction with the engineering team.
● Maintain a comprehensive understanding of company products, services, and policies to accurately assist customers
● Collaborate and coordinate with internal departments to ensure timely resolution of customer issues and escalations
● Keep accurate records of customer interactions and transactions in the CRM system
● Utilize proactive problem-solving skills to anticipate and prevent potential customer issues
● Investigate and follow up on customer complaints to ensure satisfactory resolution
● Continuously strive to improve customer satisfaction and increase loyalty
● Analyze customer feedback and data to identify areas for improvement and recommend appropriate solutions
● Stay up-to-date with product knowledge, industry trends, and best practices in customer service
Desired Education and/or Experience
● Bachelor's degree in Business Administration, Marketing, or a related field (preferred)
● Proven experience in a customer service management role, preferably in the mobile device industry
Desired Skills & Abilities
● Excellent written and verbal communication with interpersonal skills
● Ability to prioritize and manage multiple tasks in a fast-paced environment
● Exceptional problem-solving and decision-making abilities
● Proficiency with customer service software and CRM systems, particularly Salesforce
● Experience in using Google Workspace
● Strong analytical skills with the ability to interpret data and generate insights
● Knowledge of relevant regulations and industry standards
● Flexibility to adapt to changing business needs
● Team player: ability to work cooperatively across multiple functions & countries
Supervisory Responsibilities
Will oversee and improve a new team of live and AI agents.
