Support Manager

1 week ago


Noida, Uttar Pradesh, India LawSikho Full time

Manager - Support Team at Dataisgood Are you a dynamic and experienced leader with a passion for driving excellence in customer support? We are thrilled to announce an exciting opportunity at Dataisgood for a Manager to lead our Support Team and elevate our customer service to new heights.

If you thrive in a fast-paced, innovative environment and have a track record of successfully managing support teams, this could be the perfect role for you Responsibilities:

Leadership:

Provide strong and inspiring leadership to the Support Team, ensuring they are motivated, engaged, and equipped to deliver exceptional customer service.


Strategy Development:
Collaborate with cross-functional teams to develop support strategies that align with Law Sikho's mission and values.

Performance Management:
Set clear performance goals and metrics for the team, regularly monitoring and evaluating their performance.

Provide constructive feedback and implement development plans as necessary.

Process Improvement:
Identify areas for improvement in support processes and implement solutions to streamline workflows and enhance efficiency.

Customer Advocacy:
Act as a customer advocate within Law Sikho, ensuring their needs and concerns are effectively addressed and resolved.

Data Analysis:
Utilize data-driven insights to make informed decisions and continuously improve support operations.

Team Development:
Foster a culture of continuous learning and development within the team, providing opportunities for growth and advancement

Collaboration:
Work closely with other departments, such as Course Development and Marketing, to enhance the overall customer experience.

Requirements:

Experience:

Minimum of 8 years of experience in customer support, with at least 3 years in a leadership or managerial role.


Industry Knowledge:
Strong understanding of the education industry and customer support best practices.

Communication Skills:
Excellent verbal and written communication skills, with the ability to interact effectively with customers and internal stakeholders.

Problem-Solving:
Proven track record of resolving complex customer issues and finding creative solutions.

Analytical Skills:
Ability to analyse data, draw insights, and make data-driven decisions.

Development:

Develop and grow a team of Leads, SMEs, Support team members to deliver world class customer service; Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning.


Adaptability:
Thrive in a fast-paced, ever-changing environment and adapt quickly to new challenges.

Accountability:
Accountable for Governance, Service delivery, Client management, Program Management, Innovation & SLA management

Qualification:
Should have a minimum Bachelor's Degree.

Having a strong command of Zoho Desk, Ozonetel, Google Suite, and related software will be preferred.
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