Identify recurring customer issues, process gaps, and product pain points, then translate them into SOP or workflow improvements.
Manage, guide, and coach customer support agents in daily operations, including case handling, customer communication, escalation handling, and adherence to SOPs.
Arrange agent work schedules, shift coverage, rest days, and handover planning to ensure sufficient support coverage.
...
Identify recurring customer issues, process gaps, and product pain points, then translate them into SOP or workflow improvements.
Manage, guide, and coach customer support agents in daily operations, including case handling, customer communication, escalation handling, and adherence to SOPs.
Arrange agent work schedules, shift coverage, rest days, and handover planning to ensure sufficient support coverage.
...