Customer Service Support Manager

Responsibilities

1. Respond to Customer Inquiries: Address customer inquiries, questions, and issues promptly through various channels such as email, live chat, or support tickets. Provide clear and helpful responses to ensure customers feel valued and understood.
2. Troubleshoot Technical Issues: Assist customers in identifying and resolving technical problems related to the Shopify app. This may involve understanding their setup, investigating potential bugs, and offering step-by-step guidance.
3. Provide App Guidance and Training: Educate customers on how to use the app effectively by offering product demonstrations, tutorials, and helpful resources. Ensure customers have a smooth onboarding experience.
4. Offer Customization Support: Help customers with app customization, integration, and configuration based on their specific needs and business requirements.
5. Bug Reporting and Documentation: Document and report any identified bugs or issues to the development team in a clear and structured manner. Work with the development team to resolve these problems efficiently.
6. Monitor and Manage Support Channels: Regularly monitor incoming support requests and ensure that no customer inquiries go unanswered. Prioritize urgent matters while maintaining a fair response time for all customers.
7. Escalate Complex Issues: For issues that require further investigation or development attention, escalate them to the appropriate team members or higher-level support.
8. Customer Feedback Analysis: Gather feedback from customers and compile reports on common issues, feature requests, and suggestions. Advocate for customer needs and relay relevant information to the product and development teams.
9. Stay Up-to-Date with Product Changes: Continuously update your knowledge about the app's features, updates, and changes. Be prepared to explain new functionalities and improvements to customers.
10. Maintain Knowledge Base and FAQs: Contribute to building a comprehensive knowledge base and FAQs section to empower customers to find answers independently.
11. Handle Billing and Subscription Issues: Assist customers with billing inquiries, subscription management, and refund requests, adhering to the company's policies and procedures.
12. Proactive Customer Outreach: Reach out to customers proactively to check on their satisfaction, gather feedback, and offer assistance before they encounter issues.
13. Collaborate with Other Teams: Work closely with the development, marketing, and sales teams to ensure a unified approach to customer support and seamless communication.
14. Strive for Customer Success: Focus on the success of the customers by understanding their goals and guiding them to get the most value from the app.
15. Maintain Professionalism and Empathy: Display professionalism, empathy, and patience when dealing with challenging situations or frustrated customers. Strive to create a positive customer experience.