Customer Support Manager Duties & Responsibilities

The role and function of a Customer Support Manager includes the following duties and responsibilities:

Managing the customer support department’s day-to-day functions.
Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Interviewing and hiring new employees.
Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy.
Managing the budget of the customer support department.
Formulating and revising customer support policies and promote their implementation.
Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.

Note that this is not an exhaustive list of Customer Support Manager duties and responsibilities. Job functions for specific Customer Support Manager roles may vary, depending on the industry and type of employer.

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