CUSTOMER SUPPORT MANAGER SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 18, 2024 - The Customer Support Manager brings extensive experience in customer success roles, emphasizing leadership, mentorship, and technical acumen in SaaS and communications technologies. Demonstrates results-oriented leadership coupled with robust organizational and communication skills, essential for managing dynamic support environments. Expertise in utilizing Salesforce.com and Jira for case management, underpinned by proficiency in key software applications like MS Office and Adobe.

Essential Hard and Soft Skills for a Standout Customer Support Manager Resume
  • CRM Software Proficiency
  • Data Analysis
  • Technical Troubleshooting
  • Ticketing System Management
  • Reporting Skills
  • Process Implementation
  • SaaS Knowledge
  • Workflow Automation
  • Quality Assurance
  • Performance Metrics Analysis
  • Empathy
  • Communication
  • Problem-Solving
  • Adaptability
  • Leadership
  • Team Collaboration
  • Conflict Resolution
  • Patience
  • Decision-Making
  • Stress Management

Summary of Customer Support Manager Knowledge and Qualifications on Resume

1. BA in Business Administration with 6 years of Experienc

  • Experience in a customer success or support role
  • Experience leading and mentoring direct reports
  • Experience working in the email industry 
  • Technical background with high comfort level with SaaS or communications technology.
  • Prior technical support engineering experience 
  • Results-driven mindset.
  • Strong communication skills, both written and oral.
  • Management experience, demonstrating effective leadership and people management skills
  • Strong organizational and time management skills
  • Extensive working knowledge with Salesforce.com Case Management and/or Jira
  • Must have proficient computer skills (Word, Excel, PowerPoint, Adobe, Outlook)

2. BA in Communications with 6 years of Experience

  • Can-do attitude with strong leadership and motivation skills
  • Ability to analyze and interpret technical solutions
  • Strong problem-solving skills and ability to communicate findings to the team
  • Ability to establish and maintain effective working relationships with others
  • Ability to handle multiple priorities while meeting specific deadlines
  • Strong communication skills (written/verbal English)
  • Experience managing multi-principle teams
  • Organized and very strong project management skills
  • Proven ability to effectively de-escalate customer interactions
  • A high degree of professionalism and integrity
  • Ability to establish customer trust
  • Experience with defect management software and procedures

3. BA in Marketing with 8 years of Experience

  • Experience providing customer support for technology products.
  • Experience managing customer-facing teams.
  • Service-oriented mentality and strong customer empathy.
  • Proven track record of designing and executing processes to establish and improve customer support.
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills to collaborate across disciplines.
  • Experience supporting a product starting from pre-launch or beta.
  • Excellent organization, project management, and time management skills.
  • Experience working on a small team, and as part a distributed team.
  • Strong analytical skills to collect and interpret data to solve problems
  • Ability to plan strategically, create long term goals and establish plans to reach them

4. BA in Management Information Systems with 4 years of Experience

  • Management experience
  • Demonstrable experience building effective and scalable Customer Support Systems.
  • Exceptional interpersonal skills with the ability to provide compassionate, empathetic responses and solutions to complex problems.
  • Highly proficient in verbal communication, including strong phone skills.
  • Excellent grasp of the written English language.
  • A natural interest in mechanical and technical systems.
  • Ability to translate complex ideas into easily understood descriptions.
  • Proficient in Software Tools used by the team.
  • Excellent at managing and other schedules
  • Zendesk knowledge and/or other CRM systems 
  • Proven ability to effectively develop, coach and motivate employees

5. BA in Human Resources with 8 years of Experience

  • Previous experience working within a technically focused environment. 
  • Highly developed professional/technical skills are needed to perform the job.
  • Strong team building skills and previous experience leading technical teams
  • Excellent communication skills, written and verbal.
  • Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
  • Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
  • Experience working with relational DBMS (Oracle, MS SQL Server and IBM DB2)
  • Working experience with virtual environments (VMWare ESX, Oracle VirtualBox, Citrix)
  • Excited to work in a fast-paced environment
  • Fluent in English and Hindi (both verbal and written)Proactive personality and self-driven
  • Experience working in customer support related roles in a Fin-tech company

6. BA in Psychology with 5 years of Experience

  • Demonstrated experience in a Community Services Co-ordination or Case Management role
  • Demonstrated experience supervising, supporting, and training staff
  • Certificate IV in community services, or relevant discipline, desirable
  • Knowledge of OH&S legislation relevant to aged care and disability service sector
  • Excellent communication and problem-solving skills
  • Ability to manage time effectively in an environment of changing priorities
  • Proven ability to maintain high customer satisfaction and net promoter scores
  • Ability to manage remote customer support personnel
  • Ability to work in a fast-paced entrepreneurial environment
  • Passion for delivering positive outcomes to customers
  • Previous experience interfacing with customers in a support capacity

7. BA in Public Relations with 4 years of Experience

  • Prior experience with union EA negotiations
  • Experience in management of 3PL and 4PL transport providers
  • Proven experience in dealing with conflict and/or having difficult conversations, customer resolution experience
  • Experience in building and maintaining collaborative relationships both internally and externally
  • Experience in negotiating transport tenders
  • Proven knowledge and experience in forecasting and planning, workforce planning
  • People management experience, experience conducting performance reviews, coaching and mentoring staff
  • Proven ability to build and manage high performing teams
  • Excellent written and verbal communication skills
  • Experience being the bridge between different teams within the customer organization
  • People management experience

8. BA in Organizational Leadership with 3 years of Experience

  • Strong writing skills. 
  • An expert communicator in both small-talk & high-pressure moments.
  • Excellent time-management skills. 
  • Excellent English skills and French Skills. 
  • Additional languages Spanish, Italian, German are considered 
  • Thrive in dynamic environments. 
  • Strong attention to detail, organisation skills, with an ability to stay focused on assigned tasks.
  • Ability to learn and work effectively in a virtual environment
  • A quick thinker and a fast learner with the ability to work in a rapidly changing environment
  • Experience using a CRM tool like Hubspot, Salesforce.
  • Experience in HTML and CSS scripting languages 

9. BA in Customer Service Management with 4 years of Experience

  • Customer service attitude with the ability to develop and execute solutions that support both OEM and Collins Avionics financial goals.
  • Adept at developing an extensive network and close working relationships with OEM and internal partners ranging from VP/GM to working level.
  • Self-motivated to determine methods and procedures on new assignments, initiating and completing work in a timely manner.
  • Technically proficient and able to develop a high level knowledge of platforms and systems 
  • Communicate masterfully in both written and oral means and have the ability to speak in front of large groups.
  • Familiarity with Avionics Customer Support practices.
  • Familiar with general business practices and Collins Management System.
  • Familiar with engineering development practices.
  • Excellent communication, organizational, and time management skills
  • Experience working in a fast-paced and ever-growing company
  • Knowledge of design thinking and/or other design and visual thinking techniques

10. BA in Sociology with 6 years of Experience

  • Experience managing a technical support team 
  • Technical implementation or technical support experience within technology services (ideally B2B)
  • Technical knowledge of enterprise-grade software
  • Experience working within a distributed global team
  • Fluency in spoken and written English (additional languages are a plus)
  • Ability to provide clear and concise guidance through emails, over the phone, video or in-person
  • Ability to transfer skills and experience to others within team
  • Exceptional listening and analytical skills
  • Solid time management skills
  • A strong passion to help teams succeed, and empathy with users
  • Progressive out-of-the-box thinking

11. BA in Business Administration with 5 years of Experience

  • Experience in Vendor Management of customer service or technical support Operations, preferably in technology or a related industry.
  • Experience within complex, fast-paced environments, working with EMEA languages and multiple sites.
  • Experience in contact center WFM, workflows, processes, and real-time technologies.
  • Proven ability to appropriately gather, integrate and interpret data then utilize arrange a range of analytical tools to constructively challenge and test assumptions to identify improvements.
  • Ability to tailor complex information to the appropriate level for an audience.
  • Ability to work within a team and manage / prioritize workload effectively, managing expectations with key stakeholders.
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints.
  • Proficiency in excel with experience in reviewing dashboards
  • Cross-team coordination, project management and excellent presentation skills
  • Experience using Adobe Creative Cloud products.

12. BA in Communications with 4 years of Experience

  • Experience managing other managers and supervisors
  • Experience in program or project management, social management
  • Experienced in tracking agent kpis and associated metrics to support performance management
  • Are passionate about cryptocurrencies and motivated to accelerate global crypto adoption
  • Have experience leading, managing, and running multiple teams and functions that care deeply about the experience of its customers
  • Have experience providing analysis and strategic recommendations for driving business improvements.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
  • Experience communicating with all levels of an organization, including executives
  • Capable of focusing on the big picture while understanding how each support process directly contributes to or detracts from the overall client experience
  • Strong numerical skills, negotiation skills
  • Ability to read & write in fluent English

13. BA in Marketing with 5 years of Experience

  • Experience in Customer facing or Customer Support positions, preferably aviation or technical related
  • Understanding of Part 145 and Part M requirements 
  • Self-driven and results orientated with a clear focus on safety and quality
  • Ability to negotiate and reach compromise, proactive, problem solving ability
  • Excellent communication skills face to face and telephone - and written communication skills
  • Enthusiastic individual and passionate about aerospace
  • Able to understand technical issues: interpret regulatory and technical data
  • High levels of presentation, interpersonal skills, discretion and trustworthiness
  • Fluent in English
  • Computer literate (Word, Excel, PowerPoint, Outlook) & numerical skills
  • Understanding of luxury industry, paying attention to details.

14. BA in Management Information Systems with 6 years of Experience

  • Understanding of professional integrity, behaviour and attitude towards safety
  • Understanding of his/her own human performance limitations
  • Ability to process the work requested by the operator
  • Ability to use IT systems
  • Adequate communication and literacy skills
  • Able to understand P&L calculations and basic business finance including preparation of quotations
  • Understands and can interpret regulatory and technical data
  • Teamwork, decision-making and leadership skills
  • Understanding of EH&S practices and policies
  • Maintenance experience in a maintenance organisation
  • Thorough understanding of Part 145 and a general understanding of Part M requirements

15. BA in Human Resources with 5 years of Experience

  • Previous Customer Support or Field Service role experience at a technical level.
  • Self-driven and results orientated with a clear focus on safety and quality
  • Ability to provide strong drive and motivation to multi-disciplined teams
  • Solid problem-solving ability
  • Flexible and able to manage varying demands and workloads
  • Have excellent face-to-face and telephone communication skills
  • Knowledge of human factors, human performance and limitations
  • Knowledge of organisational capabilities, privileges and limitations
  • Knowledge of Part-M, Part-145 & any other relevant regulations
  • Knowledge of relevant parts of the maintenance organisation exposition and procedures
  • Knowledge of occurrence reporting systems (mandatory & internal) and understanding of the importance of reporting occurrences, incorrect maintenance data and existing or potential defects

16. BA in Psychology with 5 years of Experience

  • Experience in Customer Support functions
  • Experience in e-commerce, logistics, D2C technologies
  • Genuine curiosity to test, learn, iterate, and optimize
  • Ability to work with Head Office functions in and Global CS team 
  • Strong written and verbal communication skills
  • Strong analytical, organizational, and problem-solving skills
  • Experience with communicating data-driven insights
  • A proactive attitude and willingness to make customers happy
  • Great communication skills, patient, empathetic, and detail-oriented
  • Experience in exposure to consumer payments industry
  • Comfortable with ambiguity, flexible and adaptable to change in a fast-moving organization

17. BA in Public Relations with 6 years of Experience

  • Problem-solving, positive, and constructive attitude
  • Exhibit strong leadership in a fast-paced, quick turnaround solutions environment and ability to work well in a team in pressured situations.
  • Structured, factual, and data-driven. 
  • Ability to deep dive into data and elaborate clear and synthetic insights.
  • Hands-on customer experience team management experience
  • Flexible to work on incident triaging and escalations which may be non standard work timings during incident periods
  • Strong business acumen and team mindset. 
  • Strong commercial acumen including comfort in drawing relevant and actionable conclusions from large data sets
  • Advanced decision-making, in particular in situations with dynamic or incomplete information
  • Ability to evaluate multiple competing priorities and demands on the team’s time and allocate resources effectively, balancing the team’s objectives and stakeholders needs
  • Standout “can do” attitude and enthusiasm

18. BA in Organizational Leadership with 4 years of Experience

  • C2 level of German, and fluency in English
  • Experience in customer support
  • Excellent communication skills in both writing and speaking: Be professional and friendly
  • A natural problem solver, who can think under pressure and flourishes in a fast-paced environment
  • Experience in the IT / SaaS industry or HR sector
  • Ability to find creative problem solving fulfilling & challenging
  • A customer-first mindset in combination with excellent multi-tasking skills and a structured working method
  • Independent work ethics and the ability to work under pressure
  • Experience working in Customer Service within a fast growing Start-Up atmosphere

19. BA in Customer Service Management with 9 years of Experience

  • Coaching and mentoring skills to lead a team
  • Ability to consult, lead and deliver complex operational projects involving multiple stakeholders
  • Strong knowledge of testing processes and methodologies, strong technical skills
  • Experience working with CRMs and/or issue management tool, SaaS, or e-Commerce experience
  • Experience running and developing support programs.
  • Experience and demonstrated success/knowledge
  • Experience in managing and developing employees
  • Experience in specialized/industry 
  • Outstanding written and verbal communication skills
  • Good understanding of management practices and techniques
  • Excellent leadership and interpersonal skills even if working remotely with a team

20. BA in Sociology with 2 years of Experience

  • Previous experience as a customer support lead or specialist, preferably within a similar environment
  • Previous experience in developing and managing a team of engineers
  • Interest in technology and ability to learn quick to embrace EasyMile’s technology
  • Team player, positive attitude, concise and reporting prone
  • Ability to work effectively in a multicultural environment
  • A commitment to knowledge, thoroughness, and customer satisfaction
  • Proactive and source of proposal, agile mindset, multitasks by nature
  • Good written and verbal communication skills
  • Perfect fluency in written and oral English
  • Candidate must be quality-focused, able to multi-task and be a strong problem solver
  • Proficiency in Microsoft Office and customer service software such as JIRA

21. BA in Business Administration with 6 years of Experience

  • Experience in a high-volume, fast-paced customer support environment or other service industry
  • Experience leading large and diverse teams
  • Demonstrated leadership skills and interpersonal skills
  • Exceptional written and verbal communication skills 
  • Strategic problem-solving skills
  • Process management experience
  • Proven experience in a customer service position
  • Familiarity with SQL
  • Working knowledge of Help Desk Support Software, Zendesk 
  • Familiarity with latest technology, Cloud (AWS/Azure) and Web Services
  • Working knowledge with Enterprise Asset System such as Asset Suite, Maximo, SAP, Primavera, DataGlance 
  • Expertise with mobile solutions and able to respond via wifi 

22. BA in Communications with 8 years of Experience

  • Experience in engineering, field service, product development, marketing, or customer support
  • Demonstrated experience in a highly technical role, complemented by leadership capabilities.
  • Must be able to motivate people in a technically challenging environment to deliver enthusiastic customer response and superior technical capabilities.
  • Demonstrated communication, conflict resolution and interpersonal skills.
  • Fluency in French and very good English skills, other language
  • Experience in customer service / support, outbound calling, administration or project management
  • A good level of comfort with technology and MS Office
  • Excellent communication skills, highly organized and structured working style
  • Is energetic, highly-motivated and likes working in a multicultural team
  • Is able to balance multiple tasks and priorities flexibly and exudes professionalism and competence
  • A friendly working atmosphere with room for own development

23. BA in Marketing with 6 years of Experience

  • Experience in Customer Service Management in the Semiconductor Industry or similar Technical Industry
  • Strong customer-facing, interpersonal and communication skills
  • Excellent people management and leadership skills
  • Able to keep focus on the big picture and take difficult decisions in the middle of a high pressure, business critical escalation
  • Able to analyze working methods (processes) and drive improvements within the organization
  • Experience in dealing with service contract sales 
  • Experience or understanding of data collection and analysis tools and software packages.
  • Good analytical, statistics and problem solving skills.
  • Basic understanding of business and sales operations processes and practices
  • Good written and verbal communication skills
  • Fluent in English 

24. BA in Management Information Systems with 5 years of Experience

  • Experience leading a technical team, software engineering team or an applications support team
  • Prior experience with Financial Enterprise software in a support environment
  • Consistent track record of mentoring, coaching and leading teams to success
  • Excellent verbal and written communication skills
  • Agility around and adoption of support processes
  • Confidence to manage customer calls and rally appropriate resources
  • Proven experience in performance management and employee engagement
  • Strong priority setting, facilitation, multi-tasking, and analytical skills
  • Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
  • Ability to balance multiple priorities and communicate across diverse teams within the organization
  • Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities

25. BA in Human Resources with 2 years of Experience

  • Experience in a related Customer Service position
  • Experience managing a team to success
  • Excellent negotiation skills and ability to influence
  • Demonstrated written and oral communications skills including strong presentation skills
  • Excellent organisational skills
  • High degree of accuracy and attention to detail
  • Ability to effectively drive business objectives through leadership and management of people
  • Ability to achieve efficiencies and drive systematic improvement processes
  • Experience working with customers and can handle the toughest of escalations
  • Excellent communication and problem-solving skills and thrive in an energetic environment where change is the norm
  • Previous work experience as a hiring manager
  • High technical competence and comfortable with CRM tech stacks
  • Experience in a team lead role: mentoring, professional development, coaching, recruiting, and onboarding
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