AiSensy - Manager - Customer Support

About AiSensy:

- AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.

- Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing

- 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy

- Working with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah & more

- High Impact as Businesses drive 25-80% Revenues using AiSensy Platform

- Mission-Driven and Growth Stage Startup backed by Marsshot, vc, Bluelotus vc & 50+ Angel Investors

Responsibilities:

- Lead the support team, ensuring a seamless and high-quality customer experience.

- Develop and scale support operations to efficiently meet growing customer needs.

- Drive customer satisfaction, loyalty, and retention through proactive support.

- Lead, mentor, and manage a team of customer support representatives.

- Set KPIs, monitor team performance, and conduct regular performance reviews.

- Identify training needs and provide ongoing development for team members.

- Develop scalable support processes, policies, and best practices.

- Improve support efficiency and response times based on analytics and customer feedback.

- Collaborate closely with product and sales teams to align support operations with customer needs.

- Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.

- Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment.

- Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction.

- Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores.

- Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.

- Forecast staffing needs and allocate resources to meet customer demands.

- Identify and implement process improvements to enhance support efficiency, quality, and customer experience.

- Develop escalation protocols, response templates, and quality control measures for consistent support.

- Stay updated on industry trends and best practices to keep AiSensy's support competitive and effective.

Qualifications:

- 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).

- Proven track record of managing and scaling a customer support team in a fast-paced environment.

- Strong leadership, coaching, and motivational skills.

- Exceptional verbal and written communication abilities.

- Proficiency in customer support software (Zendesk, Freshdesk, Livechat) and CRM tools.

- Analytical mindset with the ability to interpret data and make data-driven decisions.

- Customer-focused and empathetic, driven to provide a top-notch support experience.

- High level of organizational skills and ability to multitask effectively.

- Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment