Senior Manager / Associate Director - Customer Support

About the role

Vitalhub is seeking an experienced Senior Manager or Associate Director for our Customer Support team based in Colombo, Western. This role is designed for a strategic leader who is about enhancing customer experiences and driving operational excellence. You will be responsible for overseeing the customer support function, ensuring that our clients receive exceptional service while also managing a team of dedicated support professionals. Your leadership will be crucial in shaping the future of our customer interactions and support strategies.

Key facts

What you'll do

• Lead and mentor a diverse team of customer support professionals, fostering a culture of excellence and continuous improvement.
• Develop and implement customer support strategies that align with Vitalhub's business goals and enhance customer satisfaction.
• Analyze customer feedback and support metrics to identify trends and areas for improvement, driving initiatives that enhance service delivery.
• Collaborate with cross-functional teams, including product development and sales, to ensure customer needs are met and feedback is integrated into product offerings.
• Establish and monitor key performance indicators (KPIs) for the customer support team, ensuring targets are met and exceeded.
• Manage escalated customer issues, providing timely resolutions and maintaining high levels of customer satisfaction.
• Design and execute training programs for support staff, ensuring they are equipped with the necessary skills and knowledge to assist customers effectively.
• Create and maintain comprehensive documentation of support processes, policies, and procedures to ensure consistency and efficiency.
• Oversee the implementation of customer support technologies and tools, ensuring they are utilized effectively to enhance service delivery.
• Conduct regular performance reviews and provide constructive feedback to team members, promoting professional growth and development.
• Stay updated on industry trends and best practices in customer support, implementing innovative approaches to improve service quality.
• Prepare and present reports to senior management on customer support performance, highlighting successes and areas for improvement.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; a Master's degree is a plus.
• A minimum of 7 years of experience in customer support, with at least 3 years in a leadership role.
• Proven track record of managing high-performing teams and driving customer satisfaction metrics.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build relationships with customers and team members.
• Experience with customer support software and CRM systems, such as Zendesk, Salesforce, or similar platforms.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Strong problem-solving skills and a customer-centric mindset.
• Familiarity with the healthcare technology sector is an advantage.

Nice to have

• Experience in developing and implementing customer support training programs.
• Knowledge of project management methodologies and tools.
• Previous experience in a SaaS (Software as a Service) environment.
• Multilingual capabilities are a plus, enhancing communication with diverse customer bases.

Skills & tools

• Proficient in customer support software and CRM systems.
• Strong understanding of data analysis tools and performance metrics.
• Familiarity with project management software, such as Asana or Trello.
• Excellent presentation skills for reporting to stakeholders.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

Practical notes

• This position is based in Colombo, Western, and may require occasional travel for team meetings or conferences.
• Vitalhub offers a competitive salary package and benefits, including health insurance and professional development opportunities.
• Candidates must be eligible to work in Sri Lanka; visa sponsorship is available for qualified applicants.

If you are a dynamic leader with a passion for customer service and a desire to make a significant impact in a growing organization, we encourage you to apply for the Senior Manager / Associate Director - Customer Support position at Vitalhub. Join us in our mission to enhance healthcare through innovative technology and exceptional customer experiences.