**Job Title: Remote Client Support Manager** **Company: Time Warner Cable** **Location: Nelson, Nelson, NZ** **Job Type: Full-time** **Seniority: Mid-to-Senior Level** **Years of Experience: 6+ years** --- ### Job Description Time Warner Cable is seeking a dedicated and motivated **Remote Client Support Manager** to join our dynamic team. This role is critical to ensuring our clients receive exceptional support and service tailored to their needs. As a Remote Client Support Manager, you will lead a team of support professionals, strategizing and implementing innovative solutions to improve client satisfaction and loyalty. ### Key Responsibilities - **Team Leadership**: Manage and mentor a team of client support representatives, fostering a culture of excellence in customer service, accountability, and performance. - **Client Engagement**: Establish and maintain strong relationships with clients, acting as the primary point of contact for escalated support issues and concerns. - **Operational Oversight**: Develop, implement, and manage client support processes and workflows. Monitor key performance indicators (KPIs) to ensure team objectives align with company goals. - **Innovation and Improvement**: Identify opportunities for process improvement within the client support function. Advocate for the integration of new technologies and tools to enhance operational efficiency and client experience. - **Reporting and Analysis**: Prepare and present regular reports on support metrics, challenges faced, and resolution strategies to upper management, utilizing data-driven insights to guide decisions. - **Collaboration**: Partner with cross-functional teams, including sales, marketing, and product management, to ensure continuous alignment of client needs and service delivery. - **Training and Development**: Design and lead training programs for support staff, ensuring comprehensive product knowledge and best practices in client interaction. - **Crisis Management**: Lead efforts to resolve client issues promptly, implementing effective strategies regardless of the complexity of the challenge presented. - **Sustainability Initiatives**: Participate in company-wide efforts to prioritize environmental responsibility and sustainable practices within the support team. ### Requirements - **Experience**: A minimum of 6 years of experience in client support management or a related field, with demonstrated effectiveness in leading teams and managing client relationships. - **Education**: Bachelor's degree in Business Administration, Communications, or a related field preferred. - **Skills**: - Strong people management skills with the ability to inspire and motivate a diverse team. - Proficient in analyzing data and reporting on support metrics. - Excellent problem-solving abilities and keen attention to detail. - Strong communication skills, both verbal and written, for effective client interactions and internal communications. - **Personality Traits**: - Dedicated to delivering exceptional client experiences and support. - Highly motivated with a proactive approach to identifying and overcoming challenges. - **Soft Skills**: - Demonstrated innovation in improving processes and achieving results. - Exceptional people management skills, fostering collaboration, and encouraging professional growth within your team. ### Benefits - Travel and spending expenses covered for work-related travel. - Paid sick leave to prioritize your well-being. - Comprehensive dental insurance for you and your family. ### Working Environment Time Warner Cable is committed to environmental responsibility and sustainable practices. We encourage our employees to contribute positively to the environment, understanding the importance of green practices and sustainable resource management throughout our operational activities. ### Application Deadline Please submit your application by **October 29, 2024**. --- **Equal Opportunity Statement**: Time Warner Cable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.