Kaizen Asset Management Services is hiring a Customer Support Manager to lead our team and champion a high-performance, customer-first culture. In this hands-on leadership role, you will spend most of your time working directly with supervisors and agents to oversee daily operations, manage performance, and drive team development.
What You'll Do
- Monitor and evaluate individual and team performance for supervisors and agents.
- Identify underperformance and implement coaching, training, or corrective action.
- Make strategic decisions regarding promotions, development plans, or terminations.
- Ensure accurate data entry of customer interactions into CRM and systems.
- Monitor reporting processes to maintain data integrity and create custom reports aligned with business KPIs.
- Develop and continuously improve training programs, materials, and conversation guidelines.
- Manage employee workload, create fair task distribution, and maintain team morale.
- Implement recognition and incentive programs to drive motivation and productivity.
- Spend 60% of your time actively managing the support floor and daily operations.
- Conduct weekly 1:1 meetings for feedback and development.
- Resolve escalated issues promptly and effectively.
- Lead hiring, onboarding, and retention of high-performing talent.
- Provide on-the-job training, coaching, and career development opportunities.
- Conduct annual salary reviews and performance assessments.
- Set clear monthly and quarterly team goals aligned with organizational objectives.
- Foster employee engagement through events, huddles, and team check-ins.
What We're Looking For
- Proven experience in a customer support leadership role.
- Strong interpersonal and team management skills.
- Data-savvy with experience in CRM systems and reporting tools.
- Excellent communication and problem-solving abilities.
- Passion for employee development, performance management, and customer satisfaction.
- A hands-on leader who thrives in a dynamic, fast-paced environment.
Technical Stack
- CRM systems
- Reporting tools
Team & Environment
You will promote a culture of continuous improvement (Kaizen) and lifelong learning as part of our core values.
