High-Impact Support Team Leader

7 days ago

agra, India beBeeCustomerSupport Full time

Senior Support Operations ManagerThis role is designed for highly skilled individuals who can drive meaningful support initiatives and empower team members to deliver exceptional results.Main Responsibilities:Support Operations Management: Oversee day-to-day support operations, ensuring efficient inquiry triage, onboarding, and platform troubleshootingTeam Leadership: Lead and mentor a high-performing support staff as the team expands, fostering a collaborative environmentSLA and Quality Standards: Maintain strict support SLAs and quality standards across all interactions, driving member satisfactionEscalation Point: Serve as the primary point of escalation for complex or high-priority member issues, providing timely resolutionsDocumentation and Resources: Develop and maintain internal documentation, FAQs, and onboarding resources to streamline support processesKPI Tracking: Monitor and report key performance indicators (response time, resolution rate, satisfaction scores) to leadership for data-driven decision-makingCross-Functional Collaboration: Coordinate closely with platform, directory, and community teams to ensure seamless user journeysQualifications and Skills:4+ Years in Customer Support: Proven experience in customer support or member services, with at least 1–2 years in a leadership roleStrong Communication Skills: Excellent written and verbal communication skills with a clear and professional toneTech Savviness: Experience working with tools like HubSpot Service, Intercom, Zendesk, or similar platformsFast-Paced Environment: Comfortable working in dynamic, digital-first environments with adaptabilityCommunity Focus: Prior experience supporting professional or technical communities is a plusBonus Qualification: Familiarity with RTLS, IoT, or B2B SaaS platforms adds value to your application

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