B2B Support Manager

Overview:
We are looking for an experienced B2B Support Manager to lead our B2B support team, ensuring exceptional service to corporate clients and agencies. This role focuses on optimizing operational processes, achieving KPIs, supporting strategic decisions in alignment with B2B business objectives, and enhancing overall customer satisfaction.

Key Responsibilities:

• Lead and manage the B2B support team.
• Monitor KPIs and operational targets, reporting regularly to senior management.
• Align support operations with B2B business strategies in collaboration with the B2B Business Line Manager.
• Handle critical situations and ensure smooth resolution of client and agency issues.
• Identify process gaps affecting service quality and implement improvements.
• Plan and supervise training and professional development for the team.
• Optimize processes to improve response times (SLA) and customer satisfaction.
• Participate in hiring and performance evaluations.
• Represent the team in cross-functional meetings and communicate insights to senior management.
• Promote a culture of feedback, teamwork, and accountability.

Requirements:

• Minimum 5 years of experience managing customer support teams in B2B environments.
• Bachelor’s degree in Management, Industrial Engineering, MBA, or Project Management preferred.
• Proficiency in CRM, reporting, and ticketing tools for B2B operations.
• Strong knowledge of B2B support models and process design.
• Advanced Excel skills and ability to analyze operational data.
• Strong leadership, team-building, and interpersonal skills.
• Excellent communication, negotiation, and feedback-giving abilities.
• High emotional intelligence, empathy, accountability, and creativity.
• Familiarity with AI tools and business/financial intelligence concepts.