• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 1st Dec 2022

Roles and Responsibilities

Urgent Hiring For Technical Support Manager (India)

As the Manager of Customer Support, you will drive the customer support experience for the customers. You’ll build a support team to delight all tiers of customers and provide a best-in-class support experience. Tactically, you’ll own the day-to-day management of the India-based customer support team, as well as drive the strategy, processes, and structure that will help the team be efficient, stable, and effective as it rapidly scales. This is a full-time India-based remote position reporting to our Director of Customer Support. This position requires participation in an on-call emergency escalation rotation.

Our ideal candidate is a Customer Experience visionary, who has extensive leadership experience and has scaled world-class support teams through rapid growth. This candidate is also intuitively familiar with the foundations of Customer Support - developing ticketing systems, promoting customer self-service, developing specialized or tiered support models, launching new support channels, and serving as a voice of the customer to internal teams. Most importantly, this candidate is wired toward developing delightful customer experiences. This role will require periodic travel to connect with teams across global locations.

What You’ll Be Doing

Build and manage all aspects of India’s rapidly scaling Customer Support function.

Develop and present strategies to executive leadership on topics such as support systems infrastructure, support automation technologies, and premium support models.

Develop and launch omnichannel support and specialized support models for various Customer segments.

Drive efforts with Product, Engineering, Marketing, and revenue teams to streamline post-sale Support and improve the customer experience at scale.

Monitor, track and report on escalation paths for customer support issues and develop processes to ensure follow-up with customer escalations, issue resolution, customer satisfaction, and internal product prioritization

Measure, and monitor customer support KPIs and metrics to track team goals and drive operational efficiency

Collaborate with Marketing, Sales, Customer Success, Finance, and Engineering teams to improve customer experience.

Act as a member of the Customer Support leadership team.
 

What You’ll Bring

6-10 years of management experience in an organization with a strong brand of outstanding customer service. 3+ years of directly managing a Customer Support organization, preferably in B2B.

Ability to build and scale foundational support processes, as well as deep familiarity with setting up support operations (software, tools, content/training, quality assurance)

Experience building a follow-the-sun model

Proven ability to work with product and engineering teams to improve the customer experience

Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively.

We offer competitive compensation, equity, and benefits, platinum-level healthcare insurance, 401k matching, and a great place to work.

The company provides an equal opportunity to the employer and does not discriminate against any employee or applicant based on age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classifications protected by federal, state, or local law.