StableMoney - Manager - Customer Support

Job Description: Customer Support Manager

About the Role:

- The Customer Support Manager plays a critical role in ensuring customer satisfaction and driving long-term customer success at Stable Money.

- As the voice of our customers, you will be responsible for building strong relationships, identifying customer needs, and providing exceptional support.

- This role requires a proactive, customer-centric approach with a strong focus on problem-solving and communication.

Responsibilities:

Customer Success:

- Be the primary point of contact for customer inquiries and concerns.

- Proactively identify customer needs and proactively address potential issues.

- Guide customers on how to effectively utilize product features and functionalities.

Customer Advocacy:

- Collect and analyze customer feedback, including feature requests, bug reports, and usage patterns.

- Share valuable customer insights with product and engineering teams to inform product development and improvements.

- Act as a liaison between customers and internal teams, effectively managing expectations and gathering requirements.

Process Improvement:

- Continuously analyze support processes and identify areas for improvement to enhance efficiency and customer satisfaction.

- Develop and implement knowledge base articles and training materials for customers and internal teams.

- Monitor key performance indicators (KPIs) related to customer satisfaction, such as customer satisfaction scores (CSAT), customer effort score (CES), and resolution times.

Team Leadership:

- Mentor and guide the Customer Success team, fostering a positive and supportive work environment.

- Oversee the day-to-day operations of the Customer Success team, ensuring efficient workflow and resource allocation.

- Motivate and inspire the team to achieve high levels of performance and exceed customer expectations.

Minimum Qualifications:

- 2-5 years of experience in customer service functions, preferably in B2C or inside sales roles within the Ed-tech, Banking, or Fin-tech sectors.

- Excellent verbal and written communication skills in English and Hindi are mandatory.

- Bachelor's/PG degree from an accredited institution.

- Strong problem-solving and analytical skills with the ability to think critically and creatively.

- Proven ability to build strong relationships and effectively communicate with diverse audiences.

- Proficiency in using customer relationship management (CRM) software and other relevant tools.

- Strong work ethic with the ability to work independently and as part of a team.