Customer Support Team Lead

3 weeks ago

Bengaluru, India Kapture CX Full time

● Provide day-by-day management for Tier 1 and Tier 2 Support Executives including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for Tier 2

● Analyze data to drive performance and eliminate friction points for customers

● Act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues

● Strengthen omni-service channels to create a world class experience for customers across phone, chat, and email

● Collaborate with other Support Managers to ensure an optimal customer experience

● Review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case management

● Strive for constant improvement through processes that increase efficiency and consistency for global case responses

● Develop and execute on key objectives tied to company goals

● Drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements

● Collaborate with the Customer Success Learning

● Partner to ensure the support team has access to the tools and training materials to become experts in the support of the product Partner with the Workplace Planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base.

● Coach and develop support engineers through highly effective 1-1s and growth plans

● Monitor customer satisfaction via customer surveys, escalations to management, and performance dashboards

● Additional duties may be assigned


Qualifications

● Shift Time: 24/7 rotational shifts.

● 3+ years of experience in customer support management, preferably supporting a SaaS IT product across a global customer base

● 5+ years in a technical role supporting IT/SaaS products

● Ability to multitask and pivot when necessary in a fast-paced environment

● Excellent communication skills and customer facing abilities

● Ability to scale and manage omnichannel support services to ensure a seamless experience across phone, chat, and email for all customers.

● Ability to make data-driven decisions in line with strategic initiatives

● Experience motivating high performing teams, building technical support teams, and retaining top talent

● Familiarity with IT Services, IAM and SaaS a strong plus

● Project management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activities

● Experience managing remote teams and managing teams in a 24X7 environment a plus

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