**Job Title:** Support Manager
**Company:** CSX
**Location:** Hamilton, Waikato, NZ
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
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**Job Description:**
CSX is seeking an experienced and resourceful Support Manager to join our dynamic team in Hamilton, Waikato. The successful candidate will play a pivotal role in ensuring the delivery of exceptional support services while fostering an innovative and entrepreneurial atmosphere within our organization. This part-time role is ideal for independent-minded professionals who thrive in a collaborative yet autonomous environment.
**Key Responsibilities:**
1. **Leadership and Team Management:**
- Oversee and mentor a team of support staff, providing guidance and ensuring high performance standards are met.
- Foster a culture of continuous improvement and innovation, encouraging team members to contribute ideas.
2. **Customer Support:**
- Serve as the escalation point for complex customer inquiries and issues, applying critical thinking to drive effective solutions.
- Analyze customer feedback and support metrics to identify areas for improvement in service delivery.
3. **Strategic Planning:**
- Develop and implement strategies to optimize support processes and enhance customer satisfaction.
- Collaborate with cross-functional teams to align support initiatives with company goals and objectives.
4. **Resource Management:**
- Efficiently allocate resources to manage support cases and projects, ensuring timely resolution while maintaining budgetary constraints.
- Identify necessary training and development opportunities for support staff to enhance team capabilities.
5. **Innovation and Process Improvement:**
- Drive initiatives to streamline operations and adopt new technologies that improve efficiency and effectiveness in support functions.
- Research industry trends and best practices, integrating them into CSX support operations where applicable.
6. **Reporting and Analysis:**
- Prepare and present regular reports on support activities, metrics, and improvements to senior management.
- Utilize data to make informed decisions and strategic recommendations regarding support services.
7. **Collaboration and Communication:**
- Serve as a primary point of contact for internal stakeholders and external partners on support-related matters.
- Maintain transparent communication and build strong relationships with customers, ensuring their needs are met effectively.
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**Requirements:**
- **Experience:**
- Minimum of 8 years in a support management role, preferably in a fast-paced or technology-driven environment.
- Proven track record of managing teams and driving performance improvements.
- **Education:**
- Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience).
- **Personality Traits:**
- Independent: Ability to work autonomously and make sound decisions.
- Resourceful: Demonstrated capability to find innovative solutions to challenges.
- **Soft Skills:**
- Strong innovation skills: A passion for developing creative solutions.
- Excellent planning and organizational skills: Ability to juggle multiple priorities effectively.
- **Technical Skills:**
- Proficiency in customer support software and tools (e.g., CRM systems).
- Strong analytical skills, with experience in data analysis and reporting.
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**Benefits:**
- Employee discounts on company services and products.
- Free food during shifts.
- Disability insurance coverage for eligible employees.
- A supportive and nurturing work environment that encourages professional growth and entrepreneurial spirit.
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**Working Environment:**
At CSX, we foster an entrepreneurial atmosphere even within an established organization, where creativity and innovation thrive. Join us in a collaborative environment that values your contributions and encourages you to think outside the box.
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**Application Deadline:**
All applications must be submitted by **October 4, 2024.**
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**Equal Opportunity Statement:**
CSX is an equal opportunity employer committed to fostering an inclusive workplace. We celebrate diversity and are dedicated to creating an environment where everyone can contribute to their full potential. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
