Senior Customer Support Manager

Job not on LinkedIn

February 25

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Talent Sam

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Recruitment • HR Tech • B2B

Talent Sam is a company that specializes in recruitment and HR services, focusing on providing highly-skilled, English-speaking talent from South Africa. They streamline the hiring process by vetting and sourcing candidates, handling employment contracts, and managing payroll, taxes, and compliance. Talent Sam acts as the employer of record, making international hiring simple and cost-effective. They cater to a variety of industries, including ecommerce, startups, marketing, sales, finance, and healthcare, ensuring fast turnaround and comprehensive management for their clients.

11 - 50 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

📋 Description

• The Senior Customer Support Manager is a key leadership role within the Owner Experience team. • Responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. • Focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency. • Works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners. • Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met. • Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates. • Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively. • Analyze financial reports and provide insights to homeowners regarding their property's performance. • Develop strategic solutions to enhance owner satisfaction and retention. • Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers. • Lead regular team meetings, one-on-one performance reviews, and training sessions. • Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. • Partner with the Owner Experience & Training Manager to develop and implement efficient workflows. • Identify opportunities to optimize department processes to increase efficiency and effectiveness. • Leverage data insights to inform decision-making and recommend improvements in service delivery. • Ensure timely and accurate completion of client-related tasks within project management tools. • Work closely with internal departments to streamline owner interactions and improve service quality. • Maintain compliance with clients procedures and regulatory requirements.

🎯 Requirements

• Bachelor’s degree in Business Administration, Hospitality, Marketing, Communications, or a related field. • 5+ years of experience in client relationship management, account management, or a similar role. • Proven track record of managing high-value clients and delivering exceptional service. • Strong leadership experience with a demonstrated ability to develop and mentor teams. • Excellent communication, negotiation, and interpersonal skills. • Ability to analyze financial reports and provide actionable insights. • Proficiency in project management tools and CRM software. • Highly organized, detail-oriented, and able to manage multiple priorities effectively. • Demonstrated proficiency in verbal and written communication in English, Spanish or Mandarin Chinese. • Self-motivated and capable of multitasking in a fast-paced environment. • Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements. • Professional demeanor and strong time management skills.