Head Of Customer Support

1 month ago

Bengaluru, India Murf AI Full time

Company Introduction

At Murf.ai , we‘re simplifying multimedia creation by harnessing the power of artificial intelligence. Our platform empowers users to craft high-quality voiceovers effortlessly, without the need for recording equipment. With a global reach spanning 150+ countries and over 4 million registered users, Murf.ai has experienced an impressive 6X revenue growth in the last 18 months. Murf Studio, our versatile tool, offers 120+ voices in 20+ languages, providing users unparalleled creative possibilities. With a new dubbing product about to hit the market, the timing couldn‘t be better

Key Responsibilities:

Guide the organisation to design and deliver a world-class customer experience.
End-to-end customer management through email and live chat support.
Ensure high quality resolution of customer queries on Murf live chat and take ownership of adherence to TaT on resolution of customer issues.
Develop product knowledge modules to enable the team and customers towards better use of the platform.
Execute Murf training sessions and webinars through online demonstrations for the Murf customer community.
Collect and share Customer Success stories in order to fuel case studies, blog posts, and internal communication.
Work with the technical support team to ensure alignment and provide a cohesive experience
Build standardised operational protocols supported by robust documentation.
Build and scale automation-driven processes - leveraging integrations and intelligent process design.
Maintain metrics and quality analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.
Relay structured feedback to our product teams, focusing on the pain points of customers.
Help build the organisation through management projects such as recruiting, training, writing team policies, defining team processes, and other organisational improvements.
Collaborate seamlessly with other departments to ensure alignment with the company‘s vision, culture, and overall growth objectives.

Qualifications:

Proven success with 8+ years in customer support functions.
Impeccable written and oral communication skills.
Proven track record in building and leading successful support teams from the ground up.
Naturally curious and always seeking to understand the ‘why‘ to the problems you are solving for your customers.
Demonstrated ability to set and achieve high customer satisfaction targets consistently.
Good analytical skills; you leverage data in all of your decision making.
Highly organised and ability to deal with complex processes.
Superb relationship building skills, with a proven ability to cultivate deep and meaningful relationships with your teams.

Why Murf.ai?

Murf AI is revolutionising creative workflows for businesses through the utilization of our cutting-edge AI technology. Recognized as one of the Fastest Growing Products globally in 2024 at G2 Best Software Awards 2024 and a consistent Leader and Momentum Leader on G2 in 2022 and 2023, we empower L&D and creative teams to evolve into dynamic creative powerhouses. With a focus on cutting-edge research and innovation, a positive work culture, and real impact in the AI-driven space, Murf.ai is one of the fastest-growing companies in the AI voice space. Join us at this pivotal moment, where your ideas matter, and your leadership can leave a lasting impact. If you‘re ready for a challenge and have the vision to lead from the front, Murf.ai is where your journey into the next chapter of AI innovation begins.

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