Customer Support Manager

1 month ago

Gurgaon, India AiSensy Full time
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.

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