**Job Title:** Remote Customer Support Manager
**Company:** Nucor
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 5
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**Job Description:**
Nucor is seeking a dedicated and dynamic Remote Customer Support Manager to join our innovative team. This part-time role demands a confident and passionate leader who is committed to providing exceptional customer service. The successful candidate will be responsible for overseeing the customer support operations to ensure a seamless experience for our clients while fostering a culture of entrepreneurial thinking among team members.
**Key Responsibilities:**
- **Leadership & Team Management:** Lead and mentor a remote customer support team, ensuring team members are aligned with the company's vision and objectives. Conduct regular feedback sessions to support team growth and development.
- **Customer Engagement:** Develop and implement strategies to enhance customer engagement and satisfaction. Serve as a point of escalation for complex customer inquiries or complaints, ensuring timely and effective resolutions.
- **Performance Monitoring:** Monitor customer support metrics, including response times and customer feedback, to assess team performance and identify areas for improvement. Implement changes as necessary to enhance service delivery.
- **Process Improvement:** Analyze existing customer support processes and workflows, identifying bottlenecks and inefficiencies. Propose and implement improvements to increase productivity and customer satisfaction.
- **Collaboration:** Work closely with other departments, such as Sales, Marketing, and Product Development, to ensure alignment and integration of customer feedback into broader business strategies.
- **Training & Development:** Design and facilitate training programs for team members to improve product knowledge, customer service skills, and operational efficiency.
- **Reporting & Analysis:** Prepare regular reports on customer support performance, trends, and feedback for senior management. Use data to drive decision-making and strategy formulation.
- **Policy Development:** Assist in the development and implementation of customer service policies and procedures that reflect the company's commitment to excellence.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or related field preferred.
- **Experience:** Minimum of 5 years of experience in a customer support or customer service management role, preferably in a remote environment.
- **Personality Traits:**
- **Confident:** Able to convey assurance in decision-making and direction.
- **Passionate:** An intrinsic motivation to enhance customer experience and team performance.
- **Soft Skills:**
- **Leadership:** Proven ability to inspire and guide team members while fostering collaboration.
- **Decision-making:** Strong analytical skills with the ability to make sound judgments in fast-paced environments.
- **Technical Skills:** Proficient in using customer support software and tools, CRM platforms, and Microsoft Office Suite. Familiarity with data analysis tools is a plus.
- **Communication Skills:** Excellent verbal and written communication skills to effectively interact with customers and team members.
**Benefits:**
- Travel and spending expenses covered by the company.
- Free accommodation during business trips.
- Company transportation provided for work-related travel.
**Working Environment:**
At Nucor, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We believe that creativity and innovation come from empowering individuals to take ownership of their roles and develop their ideas into successful initiatives.
**How to Apply:**
Interested candidates are encouraged to submit their resumes and a cover letter outlining their qualifications and experience by the deadline of **October 2, 2024**.
**Equal Opportunity Statement:**
Nucor is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
