Customer Support Manager

Devsinc is seeking an experienced Customer Support Manager who is passionate about delivering top-notch customer support, skilled in team management, and thrives in a fast-paced, startup environment.

Responsibilities:

• Lead and manage the customer support team to deliver exceptional service and ensure client satisfaction.
• Develop and refine customer support strategies, processes, and workflows to enhance the customer experience.
• Act as the escalation point for complex customer inquiries and ensure timely resolutions.
• Analyze customer service metrics and KPIs to identify trends, improve performance, and drive continuous improvement.
• Train, mentor, and develop the customer support team to ensure high performance and engagement.
• Collaborate with cross-functional teams, including Product, Sales, and Operations, to address customer feedback and needs.
• Maintain up-to-date documentation on support processes, FAQs, and policies.
• Stay informed about industry trends and customer service best practices to enhance support operations.

• 7+ years of experience in customer support, with at least 3 years in a managerial role.
• Proven success in a fast-paced, fast-growing, ever-changing startup environment.
• Fluent in English with excellent written and verbal communication skills.
• Strong problem-solving, decision-making, and interpersonal skills.
• Experience using customer support software, CRM tools, and other communication platforms.
• Background in the hospitality or hotel industry is a strong plus.
• Ability to adapt to changing priorities and manage multiple projects simultaneously.
• Bachelor’s degree in Business, Hospitality, or a related field is preferred but not required.