Senior Support Manager @ a fast growing CpaaS ( Saas) platform
Apply if you have experience interacting with end customers and handling team internally.
Roles & Responsibilities :
- Business data analysis and good skills in tools such as MS Excel and Power point
- Extremely customer focused
- Project management skills
- Deal with process gaps/ambiguity and put a structure to it
- Manage and lead the support team with a focus on team performance
- Work with Support team members to lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.
- Be on top of the products, offerings and day to day business operations
- Continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team
- In charge of managing both internal and external relationships on behalf of the customer support department
- Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.
- Drive support excellence initiatives to enhance the customer's support experience.
- Prepare business continuity plan from support delivery perspective
- Work with Support managers to ensure team members develop their professional skills through active participation in relevant events, training, mentoring, and communities.
- Manage high-priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication.
Didn’t find the job appropriate? Report this Job