General Manager for Support Ticket Department Needed for Web Hosting Company

We're on the lookout for an experienced and proactive Support Department General Manager to join our team at Ultahost. As the key leader of our support department, you will be responsible for overseeing all support employees, optimizing support systems, and building a high-performance support team that delivers exceptional service to our clients.

Responsibilities:

Team Leadership:

Lead and manage the support department, ensuring smooth day-to-day operations.
Hire, train, and mentor support team members to create a knowledgeable and efficient workforce.
Foster a positive and collaborative team culture focused on delivering outstanding customer support.

Support Systems Optimization:

Oversee and manage the support ticket system, ensuring efficient handling of customer inquiries.
Manage and optimize the live chat team, ensuring prompt and effective communication with clients.
Implement performance metrics and KPIs to measure and enhance support efficiency.

Customer Support Strategy:

Develop and implement support strategies to enhance customer satisfaction and loyalty.
Collaborate with other departments to address and resolve customer issues promptly.

Requirements:

Proven experience as a Support Department General Manager or in a similar leadership role within the web hosting or IT industry.
Deep understanding of web hosting and IT support systems.
Strong leadership and team management skills.
Experience in managing support ticket systems and live chat teams.
Excellent communication and interpersonal skills.
Familiarity with customer service best practices.