Anarock - Product Support Lead

At Anarock Tech, we are building a modern technology platform with automated analytics and reporting tools. This offers timely solutions to our real estate clients while delivering financially favourable and efficient results.

If it excites you to - drive innovation, create industry-first solutions, build new capabilities ground-up, and work with multiple new technologies, Anarock is the place for you.

Key job responsibilities :

- Grow and manage the Customer support team of PAN India.

- Team development (recruiting new team members)

- Good knowledge of Freshdesk and JIRA, so that you can define flows and automate processes within FreshDesk and FreshChat capabilities.

- Knowledge of SQL and basic debugging skills.

- Customer escalations management.

- Manage the interdepartmental interaction process (mainly with PMs, CSM)

- Document and keep up-to-date with the support workflows. Control the implementation of the approved changes in FreshDesk and JIRA.

- Weekly and monthly reporting about team performance.

- Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar (e.g., increase in reopened tickets, the spike in tickets raised for a particular product/feature, performance of a feature released recently).

- Writing Improvement Proposals. You will make improvement recommendations based on your deep dive findings aimed at achieving 100% customer satisfaction.

- Spend one day per week solving actual tickets from lower-level work queues to identify customer pain.

- At least 5 years of technical customer support experience. We expect our support leaders to understand what it takes to be top-performing support professionals.

- Deep understanding of customer support processes and workflows in start-up companies

Basic Qualifications :

- Strong written and verbal communication skills, and experience presenting to senior executives and external stakeholders.

- Demonstrated success working with a wide set of stakeholders

- Strong technical acumen and understanding of emerging technologies

Skills that will help you build a success story with us :

- An ability to quickly understand and solve new problems

- Negotiation and conflict management

- Strong interpersonal skills

- Excellent data interpretation

- Stress tolerance

- Context-switching

- Intrinsically motivated

- A tactical and strategic track record for delivering research-driven results

- Ability to motivate and lead a team and manage multiple requirements

- Innovative and people management with an understanding of Competitive Analysis.

- Ready to travel, as required

Experience : 5+ years

Quick Glances :

- What to look for at Anarock

- Who are we A glimpse of Anarock Tech, know us better

- Anarock - Media - Visit our media page

Anarock Ethos - Values Over Value:

Our assurance of consistent ethical dealing with clients and partners reflects our motto - Values Over Value.

We value diversity within ANAROCK Group and are committed to offering equal opportunities in employment. We do not discriminate against any team member or applicant for employment based on nationality, race, color, religion, caste, gender identity / expression, sexual orientation, disability, social origin and status, indigenous status, political opinion, age, marital status or any other personal characteristics or status. ANAROCK Group values all talent and will do its utmost to hire, nurture and grow them.