Customer Support Lead

2 weeks ago

Greater Bengaluru Area, India Skit.ai Full time

About Skit:

Skit.ai is the leading Conversational Voice AI solution provider in the ARM industry, empowering collection agencies to streamline and accelerate revenue recovery. Skit.ai is empowering debt collection agencies across the U.S. with automated, intelligent, and effective consumer conversations at scale by automating a million debt collection calls per week. Leveraging proprietary technology and in-depth domain expertise, the Voice AI solution has the ability to solve all the core challenges faced by debt collection agencies.

Skit.ai has been listed in Forbes 30 Under 30 Asia start-ups 2021 for its remarkable industry innovation and was awarded Disruptive Technology of the Year 2022 by CCW, Stevie Bronze Winner 2022 by The International Business Awards, Gold Globee CEO Awards 2022, Startup of the Year in Artificial Intelligence 2021 by Entrepreneur India, further underscoring its market dominance and unparalleled expertise. Skit.ai is headquartered in New York City, NY, and Bengaluru, India. Learn more about us at Skit.ai.

Job Title: Customer Support Lead - US Market

Work Location: Indiranagar, Bangalore

Shift: US Shift

Role description

Customer support lead is a critical role who will be the first member of the customer support team and while managing customer support tickets and requests will also work with Product and CS teams to help set up documentation system, reporting & analytics and overall ticketing process to help maximize customer satisfaction for Skit.ai’s customers. In course of time, the person will also be responsible for expanding the team as the customer & ticket volumes scale up. This role is a great opportunity for someone who is a proactive leader with great interpersonal skills, an analytical mindset and enjoys the fast-paced world of SaaS.

Requirements

  • You will have had at least 4 to 5 years’ experience leading a customer support team, ideally for a B2B software product focussed on US/Europe geographies and looking for the next challenge to grow our customer support team here at SAAS.
  • Experience working with US Clients and comfortable to work in the US shift from office (Bangalore).
  • You have an obsession with delivering exceptional customer experience, creating and implementing strategies that are backed up with metrics.
  • You have an understanding of operational processes, along with knowledge of how to build teams and reporting structures.
  • You have a rapid ability to learn & teach others.
  • You have strong written and verbal communications.
  • You have excellent attention to detail, alongside the ability & willingness to work quickly.
  • Experience working in a cross functional team and delivering outstanding results
  • Experience setting up and working with customer support/ ticketing software e.g Zendesk, Jira Service management, Zohodesk etc.

Key Responsibilities:

  • This role will involve leading and later on growing our customer and technical support team.
  • Will report to the VP, Customer Success and will act as the first point of contact and escalation
  • The initial brief of the role will be as follows:
  • Working with Customer success team to set up the support ticketing process and tool, aligning on response SLAs
  • Working with CS and product to define escalation guidelines and process
  • Work with product and CS to set up and update FAQ center for easy access to the common issues/ bugs and manage resolution while minimizing escalations
  • Guide customers in leveraging the FAQ centre for self serve to extend possible with help of CS team
  • Work with product and CS to set up analytics to get a daily overview on pending/delayed tickets and ensure urgency towards resolution
  • Gradually, post scale up work with VP, CS towards assembling a customer support team and queuing process to ensure smooth scale up
  • Measure and enhance customer experience, with data led decisions and tracking KPI's for customers and later on agents

NOTE: This role will initially involve operating as a customer support agent as well as strategist and executor in setting up the tools and processes. As the team expands, your role will swing towards spending more time managing, coaching and analysing.

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