Current Opening:
We are looking for a motivated and experienced Manager Customer Support who will be responsible for providing topnotch customer support by leading and motivating our 10 person live support team.
Key Responsibilities:
- Lead the frontline customer support team
- Organise and assist team members in their daytoday work
- Responding to escalated customer support issues
- Communicate any trends in customer communication or behaviour to other departments
- Implementing customer support processes to enhance customer satisfaction
- Informing the team of all new information related to products procedures policies etc.
- Conduct monthly oneonones with direct reports
- Assessing support statistics and preparing detailed reports on the findings (weekly or monthly)
- Improving customer support experience by finetuning the existing support process
- Work directly with leadership to define and enforce strategies and team goals
- Support metrics are well maintained (monthly or quarterly average) NPS/CSAT/Response time/Customer satisfaction/Support tickets resolution
- Setting goals/KPIs for the team
- Decisionmaking at the team level
Who can apply
- 2 6 years of experience in live Customer Support ideally for a software or technical product.
- Great verbal and written communication skills
- Excellent leadership and interpersonal skills
- Proven ability to manage a team including conflict resolution
- Strong technical understanding on the basics of web technology
- Capacity to accept constructive feedback
- Alignment with our company's values: CACTI (Customer Obsession Aggression Commitment Transparency Integrity)
Working hours:
- You’ll be working mostly in the UK/Europe shift but also taking care of APAC support reps (shift starts at 12:00 pm IST OR 1:00 pm IST)
- The shift coverage will be 10 hours in total which includes 90 minutes of break. So actual work will be 8 hours 30 minutes per day.
Location:
We are a fully remote working organisation. The entire process from application to selection will be virtual/online mode. Post joining the working mode will be online/work from home.