Customer Support Manager

About Us

Lumina Agency Inc is a forward-thinking communications and branding firm dedicated to elevating the presence and voice of organizations across diverse industries. We blend strategic insight with creative precision to craft messaging that inspires, informs, and connects. Our team values innovation, clarity, and professionalism—delivering impactful communication solutions that drive meaningful results.

Job Description

We are looking for a highly organized and customer-focused Customer Support Manager to lead and oversee our support team. This role is ideal for someone who excels at problem-solving, team leadership, and creating efficient systems that enhance client satisfaction. You will play a key role in developing support strategies, improving workflows, and ensuring that our service standards align with our company values.

Responsibilities

• Lead and mentor the customer support team to deliver exceptional service

• Develop and implement support processes that improve productivity and client satisfaction

• Monitor performance metrics and identify opportunities for continuous improvement

• Handle escalated inquiries and provide clear, effective solutions

• Collaborate with internal teams to optimize communication and service delivery

• Ensure support operations align with company standards, goals, and best practices

• Maintain a professional, supportive, and solutions-oriented environment

Qualifications

• Strong leadership, communication, and organizational skills

• Ability to manage multiple priorities with a calm and strategic mindset

• Excellent problem-solving abilities and attention to detail

• Strong understanding of customer service principles and client relations

• Ability to analyze data and make informed operational decisions

• Proactive, reliable, and committed to delivering exceptional service

Benefits

• Competitive salary of $55,000 – $59,000 per year

• Growth opportunities within a rapidly expanding organization

• Supportive and collaborative work environment

• Professional development and skill-building opportunities

• Full-time job position with long-term stability