Good Methods Global - Manager - Customer Support

Location : Trivandrum

Responsibilities:

- Set challenging yet achievable departmental objectives and ensure that the team consistently meets all the established service level agreements.

- Ensure that the departmental objectives are consistently aligned with the larger organization objectives.

- Clearly communicate objectives and performance expectations with the team, monitor results and intervene, if/when necessary.

- Continuously monitor Support metrics and ensure process quality control.

- Serve as a Single point of Contact (SPOC) for all L1 Support related activities including Customer issues/escalations.

- Ensure team adherence to defined SOPs.

- Identity and drive initiatives to improve process efficiency and customer satisfaction.

- Consistently serve as a role model to the team by exhibiting leadership qualities and understanding business objectives.

- Lead and prioritise the Support team's workload.

- Follow up with customers to ensure their product related issues are resolved to their level of satisfaction.

- Ensure the team maintains accurate logs detailing documentation on support.

- Maintains team collaboration, inter and intra-team communication and improvements.

Skills and Qualifications:

- Min 5 year's exposure as a customer support executive and at least 3 years' experience in managing a team.

- Excellent written & verbal communication skills.

- Exceptional organizational skills and attention to detail.

- Previous experience with Microsoft Office suite (Word & Excel), Google suite.

- Experience in Helpdesk / Incident Management tools like Zendesk, Freshdesk, Jira etc.

EXP : 5-6 years