آگهی‌های استخدامی

استخدام Customer Support Manager

ملی‌گلد | Melligold
تهران، تهران

شرح موقعیت شغلی

Customer Support Manager

 At Melligold, customer trust is at the core of everything we do. We are building one of Iran’s leading digital gold platforms, and we believe that every customer interaction should be fast, reliable and memorable.

 We’re looking for a Customer Support Manager who is passionate about leading high-performing teams, improving customer experience and driving operational excellence.

 

 Your Mission

 As Customer Support Manager, you will lead our customer support organization, optimize day-to-day operations and continuously improve customer experience across all support channels. Working closely with Product, Engineering, Operations and Commercial teams, you will transform customer insights into measurable business improvements.

 

 Your Responsibility

  •  Lead, coach and develop Customer Support Supervisors and Specialists.
  •  Manage support operations across phone, live chat, ticketing and other customer channels.
  •  Define and monitor operational KPIs and SLA performance.
  •  Analyze customer feedback and operational data to identify improvement opportunities.
  •  Handle critical escalations and major customer issues.
  •  Optimize workforce planning, scheduling and resource utilization.
  •  Collaborate with cross-functional teams to eliminate recurring customer pain points.
  •  Build scalable support processes, knowledge management and quality standards.
  •  Drive automation and AI initiatives to improve efficiency.
  •  Deliver operational insights and executive reports.
 

 Requirements

  •   5+ years of Customer Support experience.
  •  At least 2 years of leadership experience.
  •  Experience in FinTech, E-commerce, Marketplace or fast-growing technology companies.
  •  Strong analytical and data-driven mindset.
  •  Experience with CRM and customer support platforms.
  •  Excellent leadership, coaching and stakeholder management skills.
  •  Ability to thrive in a fast-paced envirnment.
  •  Experience in establishing, scaling, or transforming Contact Center operations.
  •  Experience in designing and optimizing Customer Support processes and Standard Operating Procedures (SOPs).
  •  Experience with Omnichannel customer support platforms.
 

مهارت‌های مورد نیاز

  • ارتباط با مشتریان و پشتیبانی
  • مدیریت ارتباط با مشتریان
  • پشتیبانی

حداقل سابقه کار

  • سه تا شش سال

جنسیت

  • مهم نیست

وضعیت نظام وظیفه

  • معافیت تحصیلی معافیت دائم پایان خدمت

نوع همکاری:

تمام وقت

دسته‌بندی شغلی:

پشتیبانی و امور مشتریان

تاریخ انتشار آگهی:

۱۴۰۵/۰۴/۲۵

مشاغل مشابه

ارسال رزومه