Procol - Senior Support Manager

2 weeks ago

Gurugram, India PROCOL TECH PRIVATE LIMITED Full time

Introduction:

Procurement functions in >80% companies are run on email/excel/phone calls leading to inefficiencies, delays in procurement and cost leakages up to 20%.

Procol is a platform to help procurement go from.

legacy, manual, Excel / email-based processes to automated systems becoming ~50% efficient, 2x faster and delivering 2-10% overall cost savings.

Founded in 2018, Procol's solutions have been securely deployed at many $1B+ global companies, helping procurement teams reduce costs, digitize procurements, and improve compliance by replacing emails and Excel workflows with the world's most user-friendly and secure procurement platform, managing a spend of over $5Bn+.

Procol is rated 4.9/5 by trusted enterprises on G2 and has been featured by Forbes.

We're a team of ex-Google New York, Zomato, OYO who've worked at high-impact, growth companies and believe that we're on the journey of building one.

Investors like Blume Ventures, Peak XV Surge, Beenext, and Rainmatter back us.

Hiring for Senior Support Manager.

At Procol, customer support isn't just a function; "it's a growth driver.

" As Senior Support Manager, you'll shape our customer support vision and execution, ensuring every client interaction builds trust and loyalty.

You'll lead a team, set up scalable systems and collaborate cross-functionally to deliver exceptional customer experiences in a fast-growing SaaS environment.

What you will do?

- Lead and Scale the Support Team: Build and manage a high-performing customer support team, creating a culture of accountability, growth, and customer-centricity.

- Lead & Scale: Build and manage a high-performing customer support team, fostering a culture of ownership, learning, and customer-first service.

- Strategy & Processes: Define and implement support workflows and playbooks for efficiency and excellence.

- Metrics & Reporting: Establish and track KPIs (CSAT, NPS, response time, resolution rate) to measure success.

- Optimization: Continuously improve SLAs, reduce resolution times, and drive operational efficiency.

- Tools & Systems: Identify, implement, and optimize support tools (ticketing systems, CRMs, knowledge bases).

- Collaboration: Partner with Product, Engineering, and Sales teams to translate customer feedback into product improvements.

What would you bring to the table?

- 3-5 years of experience managing customer support teams, preferably in a SaaS environment.

- Proven track record of building and scaling teams from scratch.

- Strong expertise in support processes, workflows, and tools.

- Analytical mindset - data-driven decision-making to improve KPIs.

- Excellent communication & interpersonal skills.

- A customer-first mindset and passion for delivering exceptional service.

Why you will love Procol?

- At Procol, we believe our employees are our greatest asset.

- We offer a dynamic work environment that fosters creativity, collaboration, and growth.

Benefits include:

- Monthly advance salaries.

- Free breakfast and snacks.

- Employee and Family health insurance covered.

- Free subscription of PharmEasy, Clove, HealthifyMe, Lenskart, Wizio, Khyaal and Momly.

- Fast-paced growth with a startup impacting thousands of businesses.

- Upto 50% discounts on Sugar fit, Tata 1mg, Food Darzee, Apollo and Heads up for Tails.

- Close collaboration with the founding team in building a successful company.

(ref:iimjobs.com)

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