Customer Support Manager - Center Of Excellence

📋 Description

• Own the highest-stakes executive escalations end-to-end, resolving the customer issue and the root
• Audit flagged and repeat-contact cases, and trace what's really going on
• Turn case work into policy and process recommendations — and help put them into practice
• Make proactive outbound calls: recovery outreach, mystery shopping, and callbacks
• Verify that promised follow-ups actually happened
• Own key escalation channels, including social media and other overflow queues

🎯 Requirements

• Bachelor's degree in a related field; advanced English (C1–C2)
• Proven senior experience in customer support, escalations, or quality — handling complex
• Exceptional written communication — human, specific, no templates
• A root-cause mindset and sound, independent judgment
• Comfort reading QA dashboards and case-trend data, and turning patterns into recommendations
• Willingness to cross-train and certify across multiple functions