Customer Support Manager

Job Description

Polous is seeking a detail-oriented and motivated Customer Support Manager to lead and enhance our customer support operations. In this role, you will oversee a team of support agents, implement service strategies, and ensure that customers receive timely, effective, and respectful assistance. This is an excellent opportunity to play a pivotal role in shaping the voice and performance of a growing company dedicated to service excellence.

Responsibilities

• Lead and manage the day-to-day operations of the customer support team

• Monitor performance metrics and implement improvements to ensure high-quality service

• Develop and maintain customer service policies and procedures

• Train, coach, and support team members for continuous growth

• Handle escalated customer inquiries and resolve issues professionally

• Collaborate with other departments to streamline processes and enhance customer satisfaction

• Analyze trends and prepare reports to inform business decisions

Qualifications

• Proven experience as a Customer Support Manager or in a similar leadership role

• Excellent communication and interpersonal skills

• Strong organizational and problem-solving abilities

• Experience with CRM systems and support tools

• Ability to lead by example in a fast-paced environment

• Bachelor's degree in Business, Communications, or related field (preferred)

Benefits

• Competitive salary ($60,000–$65,000 annually)

• Opportunities for professional growth and career advancement

• Collaborative and supportive work environment

• Skills development and leadership training

• Paid time off and company-recognized holidays

• Health and wellness program participation