Customer Support Services Expert

7 days ago

erode, India beBeeIncident Full time

Customer Support Services Incident ManagerThis role focuses on delivering exceptional support experiences during customer-facing incidents.Incident Management and Communication:Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams.Adopt a proactive approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.Manage incident communication proactively, offering timely and transparent updates through official channels.Actively participate in post-incident reviews, driving actionable improvements to improve the customer experience when incidents occur.Leverage data and insights to uncover incident root causes and assess customer impacts.Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle.Collaboration and Continuous Improvement:Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others across the organization.Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.Key Requirements:12+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers.Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends.Exceptional communication skills with the ability to communicate clearly and empathetically with both our customers and internal stakeholders.

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    erode, India beBeeSupport Full time

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    erode, India beBeeCustomerSupport Full time

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    erode, India beBeeCustomerService Full time

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    erode, India beBeeCustomer Full time

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    Erode, India Whatjobs IN C2 Full time

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    erode, India beBeeCustomer Full time

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    Erode, India Expert Law Full time

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    erode, India VARITE INC Full time

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