About the job
The Senior Customer Support Manager is a pivotal job at REA, where you will steer day-to-day operations and lead leaders to foster a strong growth culture. This position is crucial in delivering exceptional customer service and ensuring a seamless support experience across various products and channels. The team thrives on collaboration and innovation, making a real impact in the customer journey.
You'll be responsible for
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Leading high-performing teams
Lead and inspire high-performing teams to deliver exceptional customer service that drives brand advocacy, loyalty and customer value, removing roadblocks and enabling great outcomes.⚖️
Acting as deputy to the Head of Support
Act as deputy to the Head of Support, taking responsibility for day-to-day leadership of the function when required, including decision-making, communications, and representation in cross-functional forums.🚀
Driving continuous performance improvement
Drive continuous performance and process improvement, using data, feedback and experimentation to simplify work, remove customer and employee pain points, and support scalable growth.Key criteria
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Operational metrics expertise
Proven experience managing key operational metrics for service excellence.View
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Stakeholder management skills
Demonstrated ability to build trusted relationships across teams.View
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Process improvement experience
Experience leading sustainable process improvements in operations.View
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