We are seeking a dynamic and experienced Leader to guide our customer support team and enhance the service experience for our diverse client base. In this role, you will be responsible for developing and implementing support strategies, managing a team of support professionals, and ensuring that our clients receive timely, effective, and empathetic assistance.
Key Responsibilities:
- Leadership and Management:
- Lead, mentor, and inspire a team of support agents to deliver exceptional service.
- Foster a positive and collaborative team culture focused on continuous improvement.
- Strategic Development:
- Develop and execute a comprehensive support strategy aligned with company goals and customer needs.
- Identify trends and areas for improvement to enhance service efficiency and effectiveness.
- Client Engagement:
- Build strong relationships with key clients to understand their needs and ensure satisfaction.
- Oversee the resolution of escalated issues, providing guidance and support to the team.
- Performance Monitoring:
- Establish and track key performance indicators (KPIs) to measure team performance and client satisfaction.
- Analyze support metrics and customer feedback to identify areas for growth and development.
- Collaboration:
- Work closely with product, sales, and engineering teams to ensure a seamless customer experience.
- Participate in product development discussions to advocate for customer needs and feature requests.
- Training and Development:
- Design and implement training programs to equip the support team with the knowledge and skills necessary to excel.
- Promote a culture of learning and development within the support organization.
- Technology and Tools:
- Evaluate and implement support tools and technologies to improve service delivery and operational efficiency.
- Stay current with industry trends and best practices to ensure our support offerings are competitive.
Qualifications:
- Proven experience in leading and managing support teams, with a strong focus on customer success.
- 7+ years of experience in customer support or service management, preferably within a SaaS environment.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Experience with support software and tools (e.g., Zendesk, etc.) and a solid understanding of support metrics.
Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.
Disclaimer
Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:
- I intend to apply for a position with Sprout Solutions Inc.
- I voluntarily sent my Resume/CV to Sprout Solutions Inc.
- I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012.
- I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application.
Top Skills
What We Do
Sprout is a rapidly growing SaaS company aimed to create paradigm-changing solutions for the Philippines. Our goal is to help small, medium-sized, and large enterprise Philippine businesses grow through our suite of backend solutions that address end-to-end HR challenges - especially with the new normal of hybrid work we are all experiencing. With over 1,000 clients across a number of industries, and with a leadership position in the BPO market, Sprout is uniquely qualified due to our laser focus and keen understanding of the intricate nuances of Philippine HR. The Sprout Ecosystem, a comprehensive and effective cloud-based People Platform, is a powerful and completely secure solution that not only allows companies to manage all their HR in one place, with one employee user interface and open API to leverage other enterprise data but also gives invaluable analytics that aid in better enterprise-wide decision-making. Our team is all about individuals who genuinely want to make things better for Filipinos, and actually have the courage to do something about it. We believe that local talent, combined with diverse international talent, united by a common passion and core values, are not just able to build world-class products, but are also able to ignite digital transformational change that will revolutionize a whole economy.
