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Customer Support Manager
1 month ago
About AiSensy
AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.
- Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing
- 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy
- Working with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah & more
- High Impact as Businesses drive 25-80% Revenues using AiSensy Platform
- Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors
Responsibilities :
- Lead the support team, ensuring a seamless and high-quality customer experience.
- Develop and scale support operations to efficiently meet growing customer needs.
- Drive customer satisfaction, loyalty, and retention through proactive support.
- Lead, mentor, and manage a team of customer support representatives.
- Set KPIs, monitor team performance, and conduct regular performance reviews.
- Identify training needs and provide ongoing development for team members.
- Develop scalable support processes, policies, and best practices.
- Improve support efficiency and response times based on analytics and customer feedback.
- Collaborate closely with product and sales teams to align support operations with customer needs.
- Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.
- Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment.
- Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction.
- Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores.
- Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.
- Forecast staffing needs and allocate resources to meet customer demands.
- Identify and implement process improvements to enhance support efficiency, quality, and customer experience.
- Develop escalation protocols, response templates, and quality control measures for consistent support.
- Stay updated on industry trends and best practices to keep AiSensy’s support competitive and effective.
Qualifications
- 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
- Proven track record of managing and scaling a customer support team in a fast-paced environment.
- Strong leadership, coaching, and motivational skills.
- Exceptional verbal and written communication abilities.
- Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Customer-focused and empathetic, driven to provide a top-notch support experience.
- High level of organizational skills and ability to multitask effectively.
- Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.
