Manager - Customer Support

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.