Experienced Full Stack Customer Support Manager – Web & Cloud Application Development, Remote Work Opportunity with Competitive Hourly Rate
About the Role We're seeking an exceptional Full Stack Customer Support Manager to join our vibrant remote team. As a key member of our organization, you will play a pivotal role in driving customer satisfaction, loyalty, and retention. Your expertise will be instrumental in designing, implementing, and executing strategies to enhance our customer experience, while fostering a culture of continuous improvement and excellence. Job Summary The Full Stack Customer Support Manager will be responsible for leading a team of customer support professionals, developing and implementing strategies to improve customer satisfaction, and driving business growth through data-driven decision making. This role requires a strong understanding of customer support operations, process improvement, and change management, as well as excellent leadership, communication, and interpersonal skills. Key Responsibilities Lead a team of customer support professionals, providing guidance, coaching, and development opportunities to ensure high performance and job satisfaction. Develop and implement customer support strategies, processes, and procedures to improve customer satisfaction, loyalty, and retention. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experiences and drive business growth. Analyze customer feedback, complaints, and suggestions to identify areas for improvement and develop data-driven solutions. Implement process improvements, leveraging Six Sigma, Lean, or other continuous improvement methodologies to enhance efficiency, productivity, and quality. Develop and maintain relationships with customers, stakeholders, and partners to ensure excellent customer service and support. Manage and prioritize multiple projects, tasks, and deadlines, ensuring timely completion and high-quality results. Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and improvement in customer support operations. Essential Qualifications To be successful in this role, you will need: A Bachelor's degree in a related field, such as business administration, operations management, or customer service. At least 4 years of experience in customer support, operations management, or a related field, with a proven track record of success. Strong leadership and management skills, with experience in leading high-performing teams. Excellent communication, interpersonal, and problem-solving skills, with the ability to work effectively with diverse stakeholders. Experience with process improvement methodologies, such as Six Sigma, Lean, or other continuous improvement frameworks. Strong analytical and data-driven decision-making skills, with experience in analyzing customer feedback and data to inform business decisions. Ability to work in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and loyalty. Preferred Qualifications While not required, the following qualifications would be an asset: Master's degree in a related field, such as business administration, operations management, or customer service. Professional certifications, such as Six Sigma, Lean, or PMP, in process improvement and project management. Experience with cloud-based customer support platforms, such as Cargowise, and other emerging technologies. Strong knowledge of industry trends, best practices, and emerging technologies in customer support operations. Experience in change management and organizational development, with a focus on driving cultural transformation and improvement. What We Offer We offer a competitive hourly rate, a dynamic and supportive work environment, and opportunities for professional growth and development. As a member of our team, you will have access to: A comprehensive benefits package, including health, dental, and vision insurance. A 401(k) retirement plan with company match. Flexible work arrangements, including remote work options and flexible hours. Professional development opportunities, including training, mentorship, and education assistance. A dynamic and supportive work environment, with a focus on teamwork, collaboration, and customer satisfaction. How to Apply If you are a motivated and experienced customer support professional, with a passion for driving customer satisfaction and loyalty, we encourage you to apply now! Please submit your resume, cover letter, and any relevant certifications or references to [insert contact information]. We look forward to reviewing your application! Apply To This Job Apply for this job