**Key Responsibilities:**

- Lead and manage the customer support team, fostering a positive and collaborative remote work environment that emphasizes innovation and entrepreneurship.

- Develop, implement, and refine customer support strategies and policies to meet organizational goals and enhance the overall customer experience.

- Analyze customer feedback and support trends to identify areas for improvement and implement solutions that enhance service delivery.

- Mentor and train team members on best practices in customer service and problem resolution, equipping them with the skills needed for success.

- Collaborate with cross-functional teams to streamline processes and improve communication between customer support and other departments, such as sales and operations.

- Establish and monitor key performance indicators (KPIs) for customer support operations, utilizing data analytics to drive informed decision-making and operational improvements.

- Act as a point of escalation for complex customer issues, ensuring timely and effective resolution while maintaining high levels of customer satisfaction.

- Facilitate regular team meetings to review performance, share updates, and encourage knowledge sharing among team members.

- Stay updated on industry trends and best practices, continuously seeking opportunities for professional development and team growth.

**Requirements:**

- Bachelor’s degree in Business, Communications, or related field; advanced degree is a plus.

- A minimum of 7 years of experience in customer support or customer service management, with demonstrated leadership experience.

- Proven track record of success in managing remote teams and optimizing customer service operations.

- Exceptional communication skills, both verbal and written, with the ability to convey ideas clearly and persuasively.

- Strong analytical skills, with the ability to interpret data and translate findings into actionable strategies.

- Resilient and confident personality with a proactive approach to challenges and conflicts.

- Excellent organizational skills with an aptitude for strategic planning and research, ensuring alignment with the company's goals.

- Proficiency in customer support software and other relevant technology tools.

**Soft Skills:** - Strategic thinking and planning

- Research and analytical abilities

- Strong problem-resolution skills

- Emotional intelligence and interpersonal relationship management

**Benefits:**

- Relocation allowance

- Dental insurance

- Joining bonus

**Working Environment:** At Costco, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We believe that empowering our employees contributes to their success and the success of our company.

**Equal Opportunity Statement:** Costco is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other characteristic protected by applicable law.

If you are passionate about customer service and have the leadership skills to create an exceptional support team, we encourage you to apply for this exciting opportunity!

How to apply:

Apply on Grab Jobs and you will be notified if shortlisted for the job.