OneTech Associates is seeking a dedicated and experienced Customer Support Manager to lead and oversee our customer service team. This is a remote position, providing an exciting opportunity to work from home while ensuring the delivery of excellent customer support. As a Customer Support Manager, you will be responsible for managing the day-to-day operations of the support team, developing strategies to enhance customer satisfaction, and resolving escalated issues. You will play a pivotal role in maintaining a high standard of service, training staff, and ensuring that our customers needs are met promptly and professionally. The ideal candidate is a problem solver, strong communicator, and capable of fostering a positive work environment, all while driving performance improvements. You will work closely with various departments to ensure a seamless customer experience and contribute to shaping the company customer service policies.

Responsibilities:

• Manage, lead, and mentor the customer support team, ensuring high performance and engagement.
• Develop and implement customer service policies and procedures to maintain service excellence.
• Monitor team performance and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer inquiries, ensuring timely and effective resolution of issues.
• Collaborate with internal teams (e.g., Product, Sales, and Marketing) to resolve customer problems and improve the overall customer journey.
• Analyze customer feedback and provide actionable insights to relevant teams for product or service enhancements.
• Develop training programs to improve customer support skills and knowledge among team members.
• Track and report on key customer support metrics, using data to drive performance improvements.
• Ensure the support team meets established KPIs, SLAs, and quality standards.

Requirements:

• Bachelor degree in business administration, communication, or related field.
• Proven experience in managing a customer support team or similar role.
• Excellent leadership, organizational, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks while maintaining a high level of customer satisfaction.
• Familiarity with CRM software and customer service tools.
• Ability to work independently in a remote environment.

Experience:

• Minimum 5 years of experience in a customer service role, with at least 2 years in a managerial position.
• Experience in remote team management is preferred.
• Experience in tech or SaaS industries is a plus.

Working Hours:
This is a full-time remote position, with working hours typically from 9:00 AM to 5:00 PM, Monday to Friday. Flexibility may be required to address urgent customer issues outside of regular hours.

Knowledge, Skills, and Abilities:

• Strong analytical skills with the ability to interpret customer data and trends.
• Leadership and coaching skills to drive team performance.
• Customer-focused mindset with an ability to resolve issues promptly.
• Proficiency with customer service software (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Ability to work well under pressure and manage time effectively in a fast-paced environment.
• Excellent interpersonal and conflict-resolution skills.
• Knowledge of industry best practices in customer service.

Benefits:

• Competitive salary and performance-based bonuses.
• Flexible remote working environment.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development opportunities.
• Access to wellness programs and company events.

Why Explore a Career at OneTech Associates:
At OneTech Associates, we believe that customer satisfaction is at the heart of our business. As a member of our team, you will have the opportunity to shape how we interact with our customers, drive improvements in service delivery, and be part of a company that values innovation and excellence. We are committed to providing an environment that fosters personal and professional growth, where your contributions are valued, and you can make a real impact on the company success. Join us to be part of a dynamic and forward-thinking organization, where your skills and ideas will help shape the future of our customer support operations.

About OneTech Associates:
OneTech Associates is a leading provider of innovative tech solutions, committed to delivering exceptional products and services to businesses worldwide. Founded on the principle of customer-centric innovation, we work closely with our clients to understand their needs and deliver tailored solutions that drive success. Our diverse product portfolio spans across industries, including software development, IT consulting, and cloud solutions. We take pride in our team-oriented culture, where collaboration, creativity, and continuous improvement are encouraged. With a strong focus on employee well-being and professional development, OneTech Associates fosters an inclusive and empowering work environment, offering ample opportunities for growth and advancement. Our remote-first approach allows for flexibility and work-life balance, making us a desirable place to work for top talent around the globe. Whether you are a tech enthusiast or a customer service professional, OneTech Associates offers an exciting opportunity to build a meaningful career with a company that values its employees as much as its customers.