Team Lead

3 weeks ago


Bengaluru, India Kapture CX Full time
Company Overview:

Founded in 2014 in Bangalore, Kapture is a leading SaaS company specializing in a sophisticated customer support automation platform. Our all-encompassing solution caters to clients across the globe, with a strong presence in industries such as retail, travel, BFSI, consumer durables, and the energy sector. Complementing our offerings, we provide a robust customer feedback management platform. With strategic offices in key locations including Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida, Kapture is on a dynamic trajectory of global expansion.

Role Overview:Kapture CRM, a leading provider of innovative CRM solutions, is seeking an experienced and dynamic individual to assume the pivotal role of

Team Leader - L1 Support.

This role is crucial in ensuring seamless operations, fostering team development, and maintaining exceptional service standards.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 2Analyze data to drive performance and eliminate friction points for customersAct as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issuesStrengthen omni-service channels to create a world class experience for customers across phone, chat, and emailCollaborate with other Support Managers to ensure an optimal customer experienceReview and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases or case managementStrive for constant improvement through processes that increase efficiency and consistency for global case responsesDevelop and execute on key objectives tied to company goalsDrive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancementsCollaborate with the Customer Success LearningPartner 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 plansMonitor customer satisfaction via customer surveys, escalations to management, and performance dashboardsAdditional 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 base5+ years in a technical role supporting IT/SaaS productsAbility to multitask and pivot when necessary in a fast-paced environmentExcellent communication skills and customer facing abilitiesAbility 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 initiativesExperience motivating high performing teams, building technical support teams, and retaining top talentFamiliarity with IT Services, IAM and SaaS a strong plusProject management experience with ability to drive the team through changes in processes and to multitask between daily duties and long-term activitiesExperience managing remote teams and managing teams in a 24X7 environment a plus


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