ROYDAN Enterprises Ltd

Title: Customer Support Manager

Department: Customer Support
Location: Hybrid or Remote

Status: Full-Time, Salaried

Role Overview

We’re looking for a strategic and empathetic Customer Support Manager to lead our support team in delivering exceptional service across our software platforms. This role is ideal for someone who thrives in a fast-paced SaaS environment, is passionate about customer success, and enjoys mentoring teams to reach their full potential.

What You’ll Do

  • Lead and manage the Customer Support team, ensuring timely and effective handling of customer inquiries.
  • Develop and refine support strategies to improve response times and satisfaction scores.
  • Monitor KPIs (e.g., response time, resolution time, NPS) and implement course corrections as needed.
  • Provide ongoing training to enhance product knowledge and service excellence.
  • Build and maintain strong customer relationships throughout the project lifecycle.
  • Participate in employee evaluations and provide feedback on team contributions.
  • Drive process improvements and implement best practices to elevate the customer experience.
  • Use data to identify trends and opportunities for growth.
  • Launch customer relationship programs such as quarterly business reviews.
  • Resolve complex or escalated customer issues with professionalism and care.
  • Advocate for the voice of the customer across the organization.

What You Bring

  • Bachelor’s degree in business, communications, marketing, computer science, MIS, or related field.
  • 3+ years of experience in SaaS customer support, with 2+ years in a managerial role.
  • Experience in the debt collection industry is a plus.
  • Strong communication and cross-functional collaboration skills.
  • Proven ability to define and refine departmental processes.
  • Data-driven decision-making and problem-solving mindset.
  • Ability to manage multiple priorities and customers simultaneously.
  • Leadership skills in coaching, mentoring, and team development.
  • Customer service or support certifications are a plus.

Interested in joining our team?
Submit your application today.

 

This position has been filled.