Customer Support Manager - Work from home

• *Job Title:** Customer Support Manager - Work from Home
• *Company:** Northrop Grumman
• *Location:** Philadelphia, Pennsylvania, US...
• *Job Type:** Part-Time
• *Seniority:** Mid-to-Senior Level
• *Years of Experience:** 8

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### Job Description

Northrop Grumman is seeking a dedicated and adaptable **Customer Support Manager** to join our dynamic team. This position is a part-time remote opportunity, aimed at delivering exceptional service and support to our diverse customer base. The ideal candidate will be instrumental in managing customer relationships, fostering team collaboration, and driving performance metrics to ensure a high standard of excellence in customer service delivery.

### Responsibilities

• **Team Leadership:** Oversee the day-to-day operations of the customer support team, ensuring that all customer service activities meet organizational goals and standards for quality and efficiency.

• **Customer Relationship Management:** Develop and maintain strong relationships with key clients; address any issues or concerns in a timely manner to ensure customer satisfaction and retention.

• **Process Improvement:** Continuously evaluate and enhance customer support processes; implement best practices to streamline operations and improve response times.

• **Performance Tracking:** Monitor key performance indicators (KPIs) to assess team performance; provide regular reports and insights to senior management regarding customer support performance.

• **Training and Development:** Design and implement training programs and resources for customer support staff; mentor team members to foster professional growth and enhance skills.

• **Complex Problem Resolution:** Utilize critical thinking to resolve complex customer inquiries and issues; empower team members to approach problems creatively and effectively.

• **Collaboration with Cross-Functional Teams:** Work closely with other departments, including IT, Sales, and Product Development, to address customer feedback and drive product improvements.

• **Customer Feedback Analysis:** Collect and analyze customer feedback through surveys, reviews, and direct communications; develop action plans to address concerns and implement improvements.

• **Policy Development:** Assist in developing and maintaining customer service policies and procedures, ensuring compliance with legal and ethical standards.

• **Adaptability and Innovation:** Stay informed about industry trends and competitor offerings; swiftly adapt to changes in the market that may impact customer support operations and services.

### Requirements

• **Education and Experience:** Bachelor’s degree in Business Administration, Communications, or a related field preferred; equivalent experience will be considered. Minimum of 8 years in customer service management or a related field, preferably in a technical or complex environment.

• **Professional Skills:**
• Proven ability to manage a diverse team in a remote setup.
• Strong analytical skills and experience with data-driven decision-making.
• Exceptional verbal and written communication skills.

• **Personality Traits:**
• Adaptable: Ability to adjust quickly to changing priorities and work environments.
• Dedicated: Demonstrated commitment to high performance and customer satisfaction.

• **Soft Skills:**
• Critical Thinking: Ability to evaluate complex situations and develop effective solutions.
• Adaptability: Capability to shift approaches based on customer needs and feedback.

### Benefits

• Company transportation options available for on-site needs.
• Life insurance and other health benefits.
• Visa sponsorship available for qualified candidates.

### Working Environment

At Northrop Grumman, we pursue excellence in every endeavor and set a high standard for achievement. We seek professionals who are committed to driving results while maintaining a supportive and collaborative atmosphere.

### Application Deadline

Please submit your application by **October 10, 2024**.

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• *Equal Opportunity Statement**

Northrop Grumman is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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