Manager, Customer Support

Mumbai - India

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

At Cision we believe in empowering every individual to make an impact. Here your voice is heard your ideas are valued and your unique perspective fuels our collective success. As part of our global team youll thrive in an environment that champions curiosity collaboration and innovation all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations your growth is our success and together well create the conversations of tomorrow.

Empower your impact at Cision. Be seen be understood be you.

Job Summary: The Customer Support Team Managerwillbe responsible forleading a team of Customer Support Specialiststo deliver a world-class customer experience at every touchpoint. Working closely with the rest of the Customer Experience team along with the Sales team.

Key Responsibilities & Expectations:

Managingasupport teamofSupportSpecialists
Ensuringthe daily support team works according to plan.

Responsible forensuring team meetKPIs related to customer support.

Responsiblefor ensuringdelivery routines- and processes are clearly defined and documented.

Responsible for cross-department/functional cooperation.

Responsible formonitoringthe overall quality of the team related to the support responses and CSAT.

Responsible for continuous quality monitoring and scoring ofteamto ensure QA KPIs are met

Responsible for team schedulingand adherence to this.

Daily case planning prioritization and distribution of cases and resource allocation.

Responsible for weekly meetings with team members from agenda to follow-up ofactions.

Hold daily pulse meetings asrequired

Act asasource ofexpertiseand support to the team in the daily work with escalations of complicated cases.

Coachleadand motivate the team individually and as a group. Make sure the working environment is satisfactory.

Responsible for ensuring that new employees are successfullyonboarded.

Responsibility for ensuring new employees receive the correct training.

Report regularly toHeadOfon all related to production and main targets for success.

Responsible for the well-being of our team members.

Responsible for the satisfaction of our customers.

Responsible forcontinuous improvement.

Actively work for commitment and motivation in the team.

Responsible for partnering with the Sales teams and Customer Success

Performs other duties asrequired.

What are we looking for

Highly customer-focused; shows a real passion for the customersupportindustry

Driven self-starter enthusiastic and with an ownershipmentality

Adaptable and ableto thrive in a fast-paced ever-evolving environment

Proven experienceinamanagerialcustomer-facingroledemonstratingtheability to buildlong termrelationships -preference for customer supportexperiencein a SaaS company

Strong leadership qualities with the ability to collaborate with internal partners whilstco-ordinating key customer deliverables ensuring world class customer experience

a manager whois able topositivelyimpactand initiative change and improvement improving processes to encourage efficiency

Advanced listening and verbal communication skills to understand customers needs and ability to respond clearly and concisely both verbally & written

Enthusiastic; strong work ethic with a positive mindset and can-do attitude

Negotiation skills

ExperiencewithCustomer Supportsoftware is desired

Experience of working to KPIs/targets

ExcellentEnglish language skills written and are an advantage.

Working knowledge of MS Office Suite including Word Excel PowerPoint isrequired

An undergraduate degreeis preferred

As a global leader in PR marketing and social media management technology and intelligence Cision helps brands and organizations to identify connect and engage with customers and stakeholders to drive business Newswire a network of over 1.1 billion influencers in-depth monitoring analytics and media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas EMEA and APAC. For more information about Cisions award-winning solutions including its next-gen Cision Communications Cloud follow @Cision on Twitter.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity equity and inclusion is vital to driving our culture sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing theCEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .

Cision is proud to be an equal opportunity employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity or expression sexual orientation national origin genetics disability age veteran status or other protected statuses.

Cision is committed to the full inclusion of all qualified keeping with our commitment Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact

Please review ourGlobal Candidate Data Privacy Statementto learn about Cisions commitmentto protecting personal data collected during the hiring process.

Required Experience:

Manager