Customer Support Manager

Company Description

About Us

At Bela Brand Bat, we specialize in transforming concepts into brand experiences. Based in Washington, DC, our team is dedicated to building innovative campaigns and efficient project execution that deliver measurable impact. With a culture rooted in collaboration and creativity, we take pride in empowering businesses through tailored brand strategies and project-driven initiatives.

Job Description

Job Description

Bela Brand Bat is seeking a dedicated and experienced Customer Support Manager to lead and improve our customer support team. The ideal candidate will manage daily operations, develop service procedures, and ensure that our clients receive timely, effective, and personalized support. This is a key leadership role that requires both strategic thinking and hands-on execution to elevate customer satisfaction and team performance.

Responsibilities

• Lead and supervise the customer support team, including hiring, training, and performance management
• Develop and implement support policies, procedures, and best practices to enhance service quality
• Monitor support metrics (response time, resolution time, CSAT, etc.) and provide performance reports to senior leadership
• Handle escalated customer concerns and complaints with professionalism and urgency
• Collaborate with product, sales, and operations teams to resolve recurring issues and improve client experience
• Conduct regular team meetings, coaching sessions, and training to ensure continuous growth
• Identify areas for improvement and propose effective solutions to optimize workflow
• Maintain knowledge base and documentation up to date

Qualifications

Qualifications

• Proven experience (3+ years) in a customer support or client service management role
• Strong leadership skills with the ability to inspire and develop a team
• Excellent communication, conflict resolution, and interpersonal skills
• Proficiency in customer support platforms (CRM systems, ticketing software, etc.)
• Strong analytical skills and attention to detail
• Ability to multitask, prioritize, and operate in a fast-paced environment
• Bachelor’s degree in Business Administration, Communications, or a related field preferred

Additional Information

Benefits

• Competitive salary ($60,000 – $65,000 annually)
• Career growth and advancement opportunities
• Professional development and leadership training
• Supportive and collaborative team culture
• Paid time off and holidays
• Comprehensive health benefits package