Customer Support Manager

As a Customer Support Manager at Restream, your primary responsibilities include leading and developing a team of Support Representatives, maintaining high-quality customer assistance, driving improvements in response times and resolution rates, and fostering a customer-focused culture. You will also oversee performance metrics, enhance workflows through automation, and collaborate with other departments to ensure the voice of the customer informs product strategy.

Candidates applying for the Customer Support Manager position at Restream should have over 5 years of experience in Customer Support, including some leadership experience. Essential skills include coaching and developing high-performing teams, proficiency in help desk platforms (with a preference for Intercom), technical troubleshooting capabilities, and strong analytical and communication skills. Familiarity with live streaming is a plus.

The Customer Support Manager at Restream can significantly enhance customer experience by implementing process improvements, offering training and coaching to support staff, leveraging AI tools for efficiency, and ensuring seamless communication between Support and other teams. This role will also involve monitoring customer feedback and using it to inform product development and operational decisions, ultimately leading to a more satisfying user experience.

The work schedule for the Customer Support Manager position at Restream is from 2 PM to 11 PM UTC. This role allows you to work remotely while engaging with a diverse team dedicated to improving customer service and support initiatives.

A Customer Support Manager can make a substantial impact within Restream by shaping a motivated and high-performing Support team, fostering a culture of empathy and accountability, and driving initiatives that lead to improved customer satisfaction. Your leadership will help in cultivating a meaningful customer journey and elevating support operations, contributing to the company’s overall mission of aiding creators in sharing their stories.

Exceptional customer support is about creating positive customer interactions by being attentive, empathetic, and responsive to their needs. It involves not only solving problems effectively but also ensuring customers feel valued and heard throughout their experience.

Certainly! Improving team performance usually involves analyzing key metrics and providing targeted coaching. For example, I identified areas where my team struggled with response times, implemented a training program focused on those specific pain points, and saw measurable enhancements in our metrics within weeks.

My coaching strategy involves setting clear performance expectations and providing regular feedback. I believe in using one-on-one sessions to discuss development areas while also celebrating successes. Additionally, I use role-playing scenarios to enhance customer interaction skills.

Handling difficult interactions requires patience and empathy. I focus on actively listening to the customer's concerns, validating their feelings, and working collaboratively to find a resolution. Transparency in communication is key to regaining customer trust and satisfaction.

Data plays a crucial role in my decision-making. I analyze support metrics such as resolution rates and customer feedback to identify trends and areas that require attention. This data-driven approach helps in prioritizing team initiatives and ensuring we meet customer needs effectively.

I believe strong collaboration across teams is fundamental to success. My approach includes regular meetings, sharing insights from customer interactions, and engaging in joint projects to ensure that product development aligns closely with customer feedback and support insights.

The most critical aspect of leading a support team is building trust and fostering a positive team culture. When team members feel valued and supported in their roles, they tend to perform better and provide higher-quality customer service.

To stay current, I regularly attend industry webinars, participate in professional networks, and read relevant publications. Additionally, I encourage my team to share insights and trends they come across, fostering a culture of continuous learning and improvement.

I find AI chatbots and ticketing systems like Intercom to be essential tools in customer support. AI can efficiently handle common queries, allowing the team to focus on more complex issues. Such tools also help in streamlining workflows and improving response times.

Motivating a team during challenging periods involves communication and support. I focus on maintaining open lines of dialogue, offering encouragement, and involving team members in problem-solving initiatives to help them feel empowered and engaged despite challenges.