Customer Support Manager at Informa

George Town, Penang, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, People Management, Coaching, Mentorship, Performance Management, Workflow Design, Process Implementation, Metric Analysis, Knowledge Base Development, Customer Support Operations, Escalation Management, Cross-Functional Collaboration, Problem-Solving, Organization, Detail-Oriented, Customer-First Mindset

Industry

Information Services

Description

Company Description Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space? At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to the “next big things”. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue. We’re a vibrant community of world-class practitioners – over 2000 colleagues strong – with offices in 19 locations around the world. We’re traded on Nasdaq and we’re also part of Informa Plc, a global leader in business-to-business events, digital services, and academic research in the FTSE 100. About Informa TechTarget Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world’s technology buyers and sellers, to accelerate growth from R&D to ROI. With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets. Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients. We provide our customers with: Trusted information that shapes the industry and informs investment Intelligence and advice that guides and influences strategy Advertising that grows reputation and establishes thought leadership Custom content that engages and prompts action Intent and demand generation that more precisely targets and converts Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices. Visit informatechtarget.com and follow us on LinkedIn. Job Description This role will be based in our Menara Skymind office. We are seeking a dynamic and experienced Customer Support Manager to establish and lead our new Customer Support team. This team will be responsible for managing reactive inbound support, ensuring our customers receive timely, effective, and empathetic assistance. As the Customer Support Manager, you will play a pivotal role in building the team from the ground up, defining processes, and driving operational excellence. You will work closely with the Customer Success team, which focuses on proactive customer engagement, to ensure a seamless and exceptional customer experience across all touchpoints. This is an exciting opportunity for a motivated leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer support. Key Responsibilities: Team Leadership and Development Recruit, onboard, and train a team of Cutomer Support Representatives to deliver exceptional customer support. Provide ongoing coaching, mentorship, and performance management to ensure team success. Foster a positive, collaborative, and customer-focused team culture. Operational Excellence Design and implement efficient workflows, processes, and tools to manage inbound customer inquiries effectively. Monitor and analyze team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement improvements as needed. Develop and maintain a knowledge base and other resources to empower the team to resolve customer issues quickly and accurately. Customer Support and Advocacy Oversee the day-to-day operations of the Customer Support team, ensuring timely and high-quality responses to customer inquiries via email, phone, chat, or other channels. Act as an escalation point for complex or high-priority customer issues, ensuring swift resolution and customer satisfaction. Collaborate with the Customer Success team to share insights, identify trends, and address recurring customer challenges. Cross-Functional Collaboration Partner with Product, Sales, and Operations teams to provide feedback on customer pain points and identify opportunities for improvement. Work closely with the Customer Success team to ensure alignment and a seamless customer experience. Contribute to the development of customer support policies, SLAs, and best practices. Qualifications Experience Proven experience in a customer support, client services, or similar role, with at least 2 years in a leadership or management position. Demonstrated success in building and scaling a customer support team, including hiring, training, and performance management. Experience with customer support tools and platforms (e.g., Live chat, Salesforce Service Cloud, Intercom) is highly desirable. Skills and Competencies Strong leadership and people management skills, with the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with a customer-first mindset. Analytical and problem-solving skills, with the ability to use data to drive decisions and improvements. Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment. Additional Information We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely. TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law. Our benefits include: Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks Broader impact: take up to four days per year to volunteer, with charity match funding available too Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves Time out: annual leave, birthday leave and the chance to work from (almost!) anywhere for up to four weeks a year A flexible range of personal benefits to choose from, plus company funded private medical cover A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more Recognition for great work, with global awards and kudos programmes As an international company, the chance to collaborate with teams around the world

Responsibilities

The manager will be responsible for establishing and leading a new Customer Support team focused on managing reactive inbound support to ensure timely and effective customer assistance. Key duties include recruiting, training, defining processes, monitoring performance metrics, and acting as an escalation point for complex customer issues.