**Job Title: Support Manager - Remote Work**
**Company: HollyFrontier**
**Location: Christchurch, Canterbury, NZ**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
**About HollyFrontier:**
HollyFrontier is a thriving organization committed to excellence and innovation in our industry. We believe in the power of teamwork and diverse perspectives, fostering an environment that encourages creativity and solution-oriented thinking. Our Christchurch location is looking for an enthusiastic Support Manager to join our remote team.
**Job Description:**
The Support Manager will play a vital role in our customer support operations, ensuring optimal service delivery and maintaining high standards of customer satisfaction. This part-time position requires a driven and reliable individual who is passionate about supporting our clients and driving continuous improvement in our customer service processes.
**Key Responsibilities:**
- **Customer Support Management:** Oversee all customer inquiries and support requests, ensuring they are handled promptly and professionally.
- **Team Coordination:** Work closely with the customer support team to develop schedules and procedures that enhance service efficiency and customer experience.
- **Process Improvement:** Analyze current support processes and identify opportunities for improvement, implementing changes to streamline operations and improve overall service quality.
- **Performance Monitoring:** Track and report on key performance metrics, providing insights to management and making recommendations for enhancements based on data analysis.
- **Training and Development:** Collaborate with team members to develop and update training materials, and provide training sessions to ensure that the support team is well-equipped to handle customer inquiries.
- **Customer Feedback Management:** Manage customer feedback mechanisms, including surveys and reviews, to gather insights and ensure that the voice of the customer is reflected in service strategies.
- **Collaboration with Other Departments:** Engage with cross-functional teams such as sales, product development, and marketing to ensure that customer feedback informs product and service enhancements.
- **Resource Allocation:** Properly allocate company resources, ensuring that the support team has the necessary tools and information to efficiently assist customers.
**Requirements:**
- **Experience:** Minimum of 5 years of experience in customer support or related fields, with some experience in a management or supervisory role preferred.
- **Education:** Bachelor's degree in Business Administration, Communication, or a relevant field is preferred but not mandatory.
**Personality Traits:**
- **Driven:** A self-motivated individual who exhibits initiative and determination to achieve results.
- **Reliable:** A dependable team player who meets deadlines and is committed to high-quality work.
**Soft Skills:**
- **Creativity:** An innovative thinker who can devise effective solutions to complex problems.
- **Analytical Skills:** Strong analytical capabilities to assess data and make informed decisions that enhance customer experience and service efficiency.
**Benefits:**
- **Profit Sharing:** Opportunity to participate in the company's profit-sharing program.
- **Medical Coverage:** Comprehensive medical coverage to support your health and wellness.
- **Company Equipment:** Provision of necessary equipment to facilitate your role effectively in a remote work setting.
**Working Environment:**
Join a dynamic workplace that values teamwork, fosters innovation, and champions shared success. Collaborate with a diverse team of like-minded professionals who are dedicated to creating an outstanding customer experience.
**Application Information:**
Interested candidates are invited to apply before the deadline of **October 2, 2024**. Please submit your resume and a cover letter outlining your qualifications and relevant experience.
**Equal Opportunity Statement:**
HollyFrontier is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all backgrounds and walks of life.
Join us in making a difference in our customers' lives while working in a supportive and innovative environment. We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
