Job Summary:We are looking for an experienced and customer-focused Customer Support Manager to lead our support team at Stride Software. The ideal candidate will be responsible for ensuring high-quality customer service, resolving client issues efficiently, and building strong client relationships. You will manage a team, improve support processes, and play a key role in customer retention and satisfaction.Key Responsibilities:Lead and manage the customer support team to provide outstanding service.Handle escalated customer issues and resolve them in a timely and professional manner.Monitor support metrics (response time, resolution time, satisfaction scores) and implement improvements.Train and mentor support staff to improve technical knowledge and communication skills.Coordinate with product and development teams to address recurring issues and implement feedback.Ensure proper documentation of customer issues and resolutions in the support system.Build and maintain strong relationships with key clients.Conduct regular customer satisfaction surveys and take actions based on feedback.Maintain knowledge of company products, software updates, and policies.Qualifications:Bachelor’s degree in Computer Science, IT, Business, or related field.4–7 years of experience in customer support, preferably in a software/IT company.2+ years of experience in a managerial or team lead role.Strong technical understanding of software products and services.Excellent verbal and written communication skills.Problem-solving and conflict-resolution abilities.Proficiency in CRM systems and support tools.