Manager, Customer Support Job in Bangladesh
Augmedix , Bangladesh

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 22, 2021
Last Date
May 22, 2021

Job Description

About the Role:We are looking for a player coach to lead our Customer Support team.nbsp; The right candidate has a track record of leading teams to do things better and faster, all while maintaining great team morale.nbsp; This manager will lead by example, not afraid to roll up their sleeves and communicate directly with customers to solve their problems and increase customer trust.nbsp; Reporting into the Head of Customer Success (US based), the Manager of Customer Support is expected to be a thought partner in identifying and executing strategic projects. Managers interested in only maintaining Business as Usual need not apply. Responsibilities:
  • Act as a trusted escalation point for customer issues. The Manager of Customer Support should embody customer service, gaining customer trust if customers asks "Can I speak to a manager?" by showing great empathy and demonstrating Subject Matter Expertise in all troubleshooting steps. He or she should inspire the team with each customer interaction, and be seen as a mentor by all reports.
  • Manage a growing team of 15+ team members, who work nearly 24/7. Achieve consistent quality by effective QA and follow up with agents. Motivate and retain a team.
  • Drive continuous improvement of customer satisfaction and team efficiency. Proactively suggest improvements of processes and/or tools, and obtain stakeholder buy-in through strong collaboration and meeting management. Execute improvement initiatives on time; anticipates and communicates risks/delays ahead of time.
  • Proactively prevent issues from occurring by acting as Voice of the Customer to internal stakeholders with both quantitative analytics and qualitative descriptions of user experience / issues. Collaborate with Product/Ramp;D/IT/Operations on improvements to reduce issue occurrence
  • Strong verbal and written English communication, indistinguishable from native English speakers.
  • Experience working with US customers
  • Ability to work US day time hours, ideally overlap with afternoon Pacific Time
  • 2+ years of people management experience
  • Strong analytical and presentation skills. Experience presenting to senior leadership
  • Master's / Bachelor's degree in any discipline from any reputed universities preferred
  • Knowledge of customer support ticketing system (e.g., Freshdesk, Zendesk) and/or CRM system (e.g. Salesforce) preferred

Job Specification


Information Technology and Services - Dhaka, Bangladesh
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