Manager, Client Support

To be responsible for overseeing and leading the digital support services for clients across various platforms such as email, live chat, social media, mobile apps, and online portals. Client Support helps clients navigate the online banking system, troubleshoot any technical issues, and answer questions related to account management, payments, transfers, and other banking services which is related to M2E. The role involves developing and executing strategies to provide exceptional client experiences through digital channels, ensuring that the company’s clients receive timely, accurate, and high-quality assistance. This individual will lead a team of support specialists, work closely with cross-functional departments, and drive the evolution of digital support processes.

Job Responsibilities

• Team Leadership & Development: o Manage, mentor, and motivate a team of digital client support specialists, ensuring high levels of performance, engagement, and morale. o Develop and implement training programs to enhance team skills, ensuring they are equipped to handle inquiries across various digital channels. o Conduct regular performance reviews, provide constructive feedback, and drive professional development. 2. Digital Client Support Strategy: o Develop and execute the company’s digital client support strategy to deliver exceptional service through channels such as live chat, email, social media, and company websites. o Develop and implement training programs to enhance customer knowledge. o Continuously assess and refine digital support processes to ensure they align with client needs, business goals, and industry best practices. o Identify opportunities to optimize the use of digital tools, automation, AI-powered solutions, and self-service features to enhance the client experience and operational efficiency. 3. Customer Experience & Satisfaction: o Ensure the team consistently meets or exceeds service levels and customer satisfaction benchmarks. o Monitor digital support interactions and identify areas for improvement in service delivery. o Handle escalated or high-priority client issues to ensure timely resolution and client satisfaction. o Implement proactive communication strategies to engage clients and reduce escalations. 4. Cross-functional Collaboration: o Partner with product, marketing, IT, and other teams to ensure accurate and timely information is provided to clients through digital channels. o Collaborate with the product team to develop and improve digital self-service options, such as FAQs, knowledge bases. o Work with marketing teams to align messaging across digital support channels and campaigns. 5. Performance Monitoring & Reporting: o Establish and track KPIs for digital support performance, including client response times, issue resolution times, first contact resolution rates, and customer satisfaction (CSAT) scores. o Regularly review performance data to assess the effectiveness of digital support processes and identify opportunities for improvement. o Provide actionable insights and reports to senior management on team performance, client feedback, and digital support trends. 6. Process Improvement & Innovation: o Continuously evaluate and improve support workflows, ensuring that processes are efficient, scalable, and client-focused. o Keep up-to-date with industry trends and best practices in digital client support to introduce innovative solutions that enhance the client experience. o Advocate for the use of emerging technologies (e.g., AI, machine learning, automation) to improve digital support services and reduce response times. 7. Client Relationship Management: o Develop and maintain strong client relationships by ensuring timely and effective resolution of inquiries (i.e. H2H, Corporate API,…) o Drive initiatives aimed at increasing client engagement, retention, and satisfaction through improved digital service offerings. o Ensure that client feedback is captured and communicated effectively to relevant teams for continuous improvement.

Job Skills

• Management
• Customer-Service
• Interpersonal
• Communication

Job Requirements

• Education: o Bachelor’s degree in Business, Communications, Marketing, Information Technology, or a related field. o A master’s degree is a plus.
• Experience: o 5+ years of experience in a client support or customer service role, with at least 3 years in a managerial or senior leadership role in digital support. o Proven experience in managing digital support teams across multiple channels (e.g., email, live chat….). o Experience with CRM tools, helpdesk software, and customer support platforms
• Skills & Competencies: o Strong leadership and team management abilities with a focus on performance, coaching, and mentoring. o Excellent verbal and written communication skills. o Analytical thinking with the ability to interpret data and improve support processes. o A client-centric mindset and ability to prioritize customer needs while balancing business objectives. o Deep understanding of digital technologies and customer support tools. o Strong problem-solving, conflict resolution, and decision-making skills. o Ability to thrive in a fast-paced, high-pressure environment.