Job Title: Customer Support Shift Manager
Department: Customer Support
Location: Tbilisi Georgia

Reports to: Customer Support Team Lead
Direct Reports: Customer Support Representatives
Work Schedule: 5 shifts per week (including 2 mandatory night shifts)

Clientsy LLC is an outsourcing customer support company that provides companies with an exceptional customer experience through different channels. By understanding and committing to the business value of our clients, we not only enable them to operate with maximum efficiency but also help them to become more competitive.
We create teams that build strong relationships with customers and help businesses to attract new customers and strengthen the loyalty of existing ones. Success is possible through strong communication and deep eagerness to develop, learn and become better

Job Summary:
The Customer Support Shift Manager is responsible for overseeing the performance and operations of the customer support team during their assigned shift. This role involves managing a team of Customer Support Representatives to ensure timely, effective, and high-quality responses to customer inquiries. The Shift Manager ensures that service levels are met and that the team operates efficiently, maintaining a strong focus on customer satisfaction and operational excellence.

Key Responsibilities:
Team Supervision:

• Lead and manage a team of Customer Support Representatives during the assigned shift.
• Ensure that all team members are fully equipped and ready to handle customer interactions.
• Provide real-time support and guidance to team members, addressing any questions or issues that arise.

Operational Management:

• Oversee the daily operations of the shift, ensuring smooth workflow and adherence to company policies and procedures.
• Monitor and help team, ensuring that all customer inquiries are resolved promptly and accurately.

Performance Monitoring:

• Track and report on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores during their shift.
• Conduct regular quality assurance checks on customer interactions to ensure they meet company standards during the shift.
• Identify areas for improvement during the shift and report to CS managements to discuss it in a wider platform

Customer Issue Resolution:

• Serve as the first point of escalation for complex or unresolved customer issues during the shift.
• Ensure that all escalated issues are handled professionally and resolved to the customer’s satisfaction.
• Coordinate with other departments if needed to resolve cross-functional issues that impact customer service.

Reporting & Communication:

• Prepare and deliver end-of-shift reports to the incoming Shift Manager or Team Lead, detailing any ongoing issues, team performance, and key updates.
• Maintain clear and effective communication with other Shift Managers and the Customer Support Team Lead to ensure continuity across shifts.
• Participate in shift meetings to share information, discuss challenges, and align on priorities.

Training & Development:

• Assist in onboarding new team members during the shift, providing initial training and guidance.
• Offer ongoing coaching and feedback to team members to help them develop their skills and improve performance.
• Encourage a culture of continuous learning and professional development within the team.

Crisis Management:

• Respond to any service disruptions or critical issues that arise during the shift, ensuring a swift and effective escalation and follow up until final resolution.

Requirements:

• High School Diploma or Bachelor’s Degree in Business, Management, Communications, or a related field
• Experience: Customer Support Experience: 2-5 years of experience in a customer service role,
• Shift Management: Experience in managing shifts, preferably in a call center or customer support environment.
• Team Leadership: Proven experience in leading a team, including performance management, coaching, and development.
• Availability: Willingness to work in shifts, including nights, weekends, and holidays if required.
• Fluent in English language

Skills:

• Communication Skills: Excellent verbal and written communication skills to interact effectively with both customers and team members.
• Leadership Abilities: Strong leadership skills to motivate and manage a team, including conflict resolution and decision-making.
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively, ensuring the team stays on track during the shift.
• Technical Proficiency: Familiarity with customer support software (e.g., CRM systems), call center software, and basic office software (e.g., Microsoft Office).
• Problem-Solving Skills: Ability to quickly identify issues and implement solutions to keep operations running smoothly.
• Time Management: Effective time management skills to oversee shift operations and ensure all tasks are completed on time.
• Customer-Centric Approach: A strong focus on delivering high-quality customer service and improving customer satisfaction.

In return you will get:

• Competitive salary;
• The office with cozy and friendly environment in the Tbilisi city center;
• Social package according to the Georgian Labor Code;
• Friendly, ambitious and motivated team with a constant desire to grow and improve.

You can check out our website: https://clientsy.net/
Please send your CV to the following email address: hr@clientsy.net and also make sure to upload English Only Resume, In the title field, indicate the name of the vacancy.
Please note that only shortlisted candidates will be contacted.
Good Luck!