Customer Support Team Lead
Customer Support Team Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Salary: 9.5 - 11 Lakhs INR annually RSUs
The Customer Support Team Lead (CSTL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing continuous feedback from customers to various product teams.
The CSTL will provide leadership to the Customer Support Team. Establish and maintain Quality Assurance Quality Control and other processes required for an exceptional level of customer support. Customer Support Team is the primary point of contact for the Wise customers and forms a large part of the companys profile. As such all enquiries to Customer Support need to be acted upon with efficiency and professionalism.
It is the CSTLs primary responsibility to ensure that expectations are clearly set and that members of the Customer Support team are highly engaged motivated armed with all necessary equipment and software have opportunities to contribute to tactics and strategy and opportunities to learn and grow.
The CSTL will ensure that customer service is maintained by:
- Liaising with the relevant departments to ensure that customer objectives are being met
- Ensuring a high level of product knowledge within Customer Support team members as evidenced through turnaround time of issues and ability of Customer Support to resolve issues independently
- Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications
- Ensuring that regular audits of communications are performed and that appropriate training is provided to personnel in this area
- Assigning and monitoring the customer support tickets and implementing action plans and escalation procedures to address problematic areas
- Developing and maintaining customer satisfaction measurement metrics
- Defining and implementing the procedures and policies to ensure that high-quality service is delivered to customers (both internal and external) and adherence to strict SLAs
- Seeking feedback and following up information from customers
Also communicating the customers perception of value and quality to the business and identifying:
- Any bugs in the product that result in issues for the customer
- Any improvements that could be made to the product itself its features or functionality to bring it more in line with what the customer defines as quality or value
- Any improvements to the products inbuilt support functionality that could reduce customer frustration / the need to make a support call
- Participate directly in the product design process to identify gaps between customer expectations and product design as early as possible
- The CSTL is primarily responsible for the implementation and maintenance of a Customer Support Team within the Wise.
- The CSTL will be the customer advocate ensuring that all customer support requests (be they internal or external) are followed up in a timely fashion while performing Quality Assurance and Quality Control on customer service requests ongoing.
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
