{"id":2998454,"url":"https://alion.io/job/appmysite-technical-customer-service-manager","title":"Technical Customer Service Manager","company":{"id":2074001,"name":"AppMySite","domain":"appmysite.com","url":"https://alion.io/company/appmysite","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":171000,"period":"year","method":"global_role_seniority_cell","sample_n":6387},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2023-07-26T00:00:00Z","employer_posted_date":"2023-07-26","last_verified_at":"2026-10-22T01:13:08Z","board_verified":true,"closed_at":null,"days_open":1184,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1184},"description":"This is a remote position.\nJob Role:\nWe are seeking a highly experienced Technical Customer Service Manager to join our dynamic team. As a Customer Service Manager, you will be responsible for overseeing and leading our customer service team, ensuring the highest level of customer satisfaction. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise. Additionally, you will collaborate closely with our product development, sales, and marketing teams to identify areas for improvement and enhance the overall customer experience.\nProject Role: Customer Service Manager\nWork Experience: 8+ years\nWork location: Remote\nMust Have Skills: Customer Service, Team Management & Leadership\nRoles and Responsibilities\nLead, mentor, and manage the customer service team, fostering a positive and collaborative work environment.\nDevelop and implement customer service policies, procedures, and standards to ensure consistent delivery of exceptional service.\nEstablish key performance indicators (KPIs) for the customer support team and monitor performance against set targets.\nHandle escalated customer inquiries or complaints, providing timely and effective resolutions.\nIdentify opportunities for process improvements and recommend solutions to enhance the overall customer experience.\nCollaborate with cross-functional teams, including product development, sales, and marketing, to gather feedback, address customer pain points, and drive product enhancements.\nAnalyze customer service data, generate reports, and present insights and recommendations to senior management.\nStay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.\nConduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service.\nProfile\nMinimum of 8 years of experience in customer service, with at least 3 years in a leadership or managerial role.\nProficient in customer service software, CRM systems, and other relevant tools.\nStrong understanding of SaaS-based products, mobile app development and web development.\nExcellent leadership and interpersonal skills, with the ability to motivate and inspire a team.\nExceptional problem-solving and decision-making abilities.\nOutstanding communication skills, both written and verbal.\nDesired Candidate Profile\nGood, positive attitude\nGood debugging and problem-solving skills\nGood IQ\nLots of common sense","description_format":"text","description_chars":2551,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Mobile Games","Smartphones"],"lifecycle":[{"event":"open","at":"2026-10-21T11:27:53Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long 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