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Head of Customer Support

5 months ago

Bengaluru, India Murf AI Full time

Company Introduction


At Murf.ai, we're simplifying multimedia creation by harnessing the power of artificial intelligence. Our platform empowers users to craft high-quality voiceovers effortlessly, without the need for recording equipment. With a global reach spanning 150+ countries and over 4 million registered users, Murf.ai has experienced an impressive 6X revenue growth in the last 18 months. Murf Studio, our versatile tool, offers 120+ voices in 20+ languages, providing users unparalleled creative possibilities. With a new dubbing product about to hit the market, the timing couldn't be better


Key Responsibilities:


  • Guide the organisation to design and deliver a world-class customer experience.
  • End-to-end customer management through email and live chat support.
  • Ensure high quality resolution of customer queries on Murf live chat and take ownership of adherence to TaT on resolution of customer issues.
  • Develop product knowledge modules to enable the team and customers towards better use of the platform.
  • Execute Murf training sessions and webinars through online demonstrations for the Murf customer community.
  • Collect and share Customer Success stories in order to fuel case studies, blog posts, and internal communication.
  • Work with the technical support team to ensure alignment and provide a cohesive experience
  • Build standardised operational protocols supported by robust documentation.
  • Build and scale automation-driven processes - leveraging integrations and intelligent process design.
  • Maintain metrics and quality analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.
  • Relay structured feedback to our product teams, focusing on the pain points of customers.
  • Help build the organisation through management projects such as recruiting, training, writing team policies, defining team processes, and other organisational improvements.
  • Collaborate seamlessly with other departments to ensure alignment with the company's vision, culture, and overall growth objectives.


Qualifications:


  • Proven success with 8+ years in customer support functions.
  • Impeccable written and oral communication skills.
  • Proven track record in building and leading successful support teams from the ground up.
  • Naturally curious and always seeking to understand the 'why' to the problems you are solving for your customers.
  • Demonstrated ability to set and achieve high customer satisfaction targets consistently.
  • Good analytical skills; you leverage data in all of your decision making.
  • Highly organised and ability to deal with complex processes.
  • Superb relationship building skills, with a proven ability to cultivate deep and meaningful relationships with your teams.


Why Murf.ai?


Murf AI is revolutionising creative workflows for businesses through the utilization of our cutting-edge AI technology. Recognized as one of the Fastest Growing Products globally in 2024 at G2 Best Software Awards 2024 and a consistent Leader and Momentum Leader on G2 in 2022 and 2023, we empower L&D and creative teams to evolve into dynamic creative powerhouses. With a focus on cutting-edge research and innovation, a positive work culture, and real impact in the AI-driven space, Murf.ai is one of the fastest-growing companies in the AI voice space. Join us at this pivotal moment, where your ideas matter, and your leadership can leave a lasting impact. If you're ready for a challenge and have the vision to lead from the front, Murf.ai is where your journey into the next chapter of AI innovation begins.