Role Overview

The Customer Support Manager will be responsible for managing the entire customer support operations, ensuring authors receive timely, supportive, and accurate assistance. This role requires someone who can lead a team, improve operational efficiency, and ensure every author interaction reflects the company's values and service standards.

Key Responsibilities

Lead and supervise the customer support team to meet service quality and response time expectations. Monitor, track, and report on support metrics including ticket volume, resolution time, CSAT, and feedback trends. Develop and implement workflows, SOPs, and communication standards to ensure consistent and high-quality responses. Handle escalated cases, sensitive communication, or high-priority clients professionally and promptly. Train, coach, and mentor support agents to improve communication, product knowledge, and performance. Review recurring customer issues and collaborate with publis...