Support Service Manager

Welcome to Adobe, where creativity thrives! We are currently seeking a dedicated and experienced Support Service Manager to join our dynamic team. As a Support Service Manager, you will play a crucial role in ensuring our customers receive exceptional service and support. We are looking for a highly organized and customer-focused individual who can lead a team to deliver world-class technical support. If you have a passion for problem-solving, excellent communication skills, and a strong background in customer service, we want to hear from you!

1. Oversee and manage the daily operations of the support service team, ensuring that all customer inquiries are handled promptly and efficiently.
2. Develop and maintain strong relationships with customers, ensuring their needs are met and their issues are resolved in a timely manner.
3. Lead and motivate a team of support service representatives, providing guidance, training, and feedback to ensure a high level of performance and customer satisfaction.
4. Develop and implement strategies to improve the overall customer service experience and increase customer retention.
5. Collaborate with other departments, such as sales and product development, to provide a seamless support experience for customers.
6. Monitor and analyze customer service metrics, identifying areas for improvement and implementing solutions to address any issues.
7. Stay up-to-date with product knowledge and industry trends to effectively troubleshoot and resolve customer issues.
8. Manage customer escalations and ensure they are handled with sensitivity and professionalism.
9. Develop and maintain standard operating procedures for the support service team to ensure consistency and efficiency in processes.
10. Participate in hiring and training processes for new support service team members.
11. Handle complex or high-level customer inquiries and provide solutions or recommendations.
12. Communicate regularly with upper management on the performance and needs of the support service team.
13. Represent the company at industry events and conferences to promote the company's support services.
14. Maintain a positive and professional attitude when dealing with customers, both internally and externally.
15. Continuously seek ways to improve the support service process and make recommendations for changes or updates as needed.

According to JobzMall, the average salary range for a Support Service Manager in San Jose, CA, USA is between $68,000 and $110,000 per year. This can vary depending on factors such as experience, education, and the specific company or industry in which the manager is employed. Some companies may offer additional benefits or bonuses that can also impact the overall salary range.

Adobe Systems, Inc. engages in the provision of digital marketing and digital media solutions. It operates through the following segments: Digital Media, Digital Marketing, and Print and Publishing. The Digital Media segment offers creative cloud services, which allow members to download and install the latest versions of products, such as Adobe Photoshop, Adobe Illustrator, Adobe Premiere Pro, Adobe Photoshop Lightroom and Adobe InDesign, as well as utilize other tools, such as Adobe Acrobat. The Digital Marketing segment offers solutions, including analytics, social marketing, targeting, media optimization, digital experience management, and cross-channel campaign management, as well as premium video delivery and monetization. The Print and Publishing segment offers legacy products and services for eLearning solutions, technical document publishing, web application development, and high-end printing.