Customer Support Team Lead
Customer Support Team Lead
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Job Description
About SalaryBox :
SalaryBox is a solution thatmakes employee management effortless.
Our product offers a range offeatures from time and attendance tracking to employee payments and muchmore. We help small businesses manage their payroll by eliminating the hassleof manual paperbased processes with our service youll always know what youowe employees when payments are due and whos been paid.
With our automated system youcan have your payroll processed in seconds right from the palm of your customers enjoy peace of mind knowing their company is following allregulations.
Founded in 2020 we haveraised capital from toptier investors including Y Combinator DoorDash Rajaram former Tinder and Spotify executive Sriram Krishnan and formerFacebook executive Anand Chandraskeran.
Our values are rooted inCustomer Empathy & a relentless obsession with Product Innovation. Ourpassion to build an extremely useful and usable product has helped us growsignificantly within a small span of time.
Get on board with our platformtoday to see how it can help you and your company grow! Available on bothAndroid and iOS.
Website : : Location Gurugram Sector 39
- Team Leadership: Lead and mentor a team of customer support representatives fostering a culture of excellence and continuous improvement.
- Performance Management: Monitor and evaluate individual and team performance through key performance indicators (KPIs) such as response time resolution rate and customer satisfaction scores. Provide regular feedback and coaching.
- Customer Interaction: Handle complex and escalated customer inquiries ensuring a swift and satisfactory resolution. Act as a point of contact for major customer issues.
- Process Improvement: Identify areas for improvement in support processes and implement best practices to enhance efficiency and customer satisfaction.
- Collaboration: Work closely with product engineering and sales teams to ensure a seamless customer experience and provide feedback on product issues or areas for improvement.
- Training & Development: Conduct regular training sessions for the support team to improve product knowledge customer handling skills and overall performance.
- Reporting: Prepare and present regular reports on team performance customer feedback and common issues to senior management.
- Technology Utilization: Ensure the team effectively uses support tools CRM software and other technologies to manage customer interactions and data efficiently.
- Shift Management: Manage team schedules to ensure adequate coverage during business hours and oncall rotations for afterhours support.
Requirements
Qualifications:
- Experience: Minimum of 35 years of experience in customer support with at least 12 years in a supervisory or team leader role within a SaaS or technologybased company.
- Skills:
- Strong leadership coaching and mentoring abilities.
- Excellent communication and interpersonal skills.
- Proficiency in using customer support tools CRMs and other related software.
- Problemsolving and conflict resolution skills.
- Ability to analyze data generate insights and create actionable plans.
- Strong leadership coaching and mentoring abilities.
- Education: Bachelors degree in IT Business Management or a related field (preferred).
- Attitude: A customercentric mindset proactive with a passion for helping others and continuous improvement.
- Experience: Minimum of 35 years of experience in customer support with at least 12 years in a supervisory or team leader role within a SaaS or technologybased company.
Benefits
What We Offer:
- Competitive salary.
- Health insurance.
- Professional development and training opportunities.
- A supportive and collaborative work environment.
- Opportunities for career growth within a rapidly expanding company.
- Competitive salary.
Employment Type
Full-Time
