Job Overview
Our client is dedicated to providing exceptional customer experiences through innovation and state-of-the-art technology. They are looking for a committed and seasoned Customer Support Manager to oversee their team in the Isle of Man as they grow internationally, fostering excellence with AI-powered solutions and capable leadership.

Duties

• Oversee, coach, and lead the customer service staff to guarantee excellent customer service, team engagement, and productivity.
• To create and expand a high-performing support function, oversee hiring, onboarding, training, and performance management.
• Encourage the use, deployment, and ongoing development of AI-powered solutions (such as chatbots, automation, and predictive analytics) to optimise processes and enhance customer satisfaction.
• Examine customer feedback and support data to find patterns, underlying issues, and opportunities for process and performance enhancement.
• Create and implement support policies, KPIs, and SLAs by corporate goals.
• Handle complicated escalations with an emphasis on prompt, efficient, and client-focused resolution.
• Keep up-to-date on AI technologies that are pertinent to customer service, and use this knowledge to spur innovation.
• To guarantee complete client success, work cross-functionally with the IT, product, and sales departments.
• Track performance, guide strategic improvements, and influence decision-making by utilising data analysis and reporting tools.
• Manage remote and multicultural teams with effectiveness, encouraging high levels of collaboration, inclusivity, and clear communication.
• Make sure that AI-driven support technologies are successfully implemented within the allotted time frames.
• Exhibit outstanding interpersonal, communication, and leadership abilities.
• Be able to speak and write in English with ease.
• Manage support processes with Intercom, Zendesk, or similar systems.
• Create and put into place scalable support procedures using AI-powered tools like chatbots, automated ticket routing, and frequently asked questions systems.
• Adept at using helpdesk and live chat programs like Zendesk, Intercom, Freshdesk, or others.
• Proven expertise with AI technologies and automation in customer support, including automated processes, chatbots, and self-service portals.
• Strong coaching, communication, and people management abilities.
• Experienced in analysing support metrics and enhancing performance through insights, with a data-driven mentality.
• The capacity to lead customer-focused projects and collaborate across functional boundaries.
• Answering to Operations Head

Key Requirements/Experience

• The ideal applicant would possess demonstrated managerial expertise.
• Be proficient in Mandarin, Malay, Filipino, Armenian, and written and spoken English.
• Have a strong desire to use AI technologies to improve operational effectiveness and consumer experience.
• Possess practical experience overseeing support staff and are knowledgeable about live chat platforms such as Zendesk and Intercom.
• The capacity to effectively scale support operations by utilising automation and artificial intelligence.

Job Type: Full-time

Pay: £38K/yr – £50K/yr

Work Location: Work from home at first until a visa is obtained

Reference ID: Customer Service Support Manager

How to Apply;

Interested and qualified candidates should:
Click here to apply online for this job