Experienced Customer Support Specialist Wanted

2 weeks ago

bareilly, India beBeeCustomer Full time

Support Experience ManagerThe role of Support Experience Manager is to lead the team in delivering exceptional support experiences during customer-facing incidents.Key responsibilities include coordinating across diverse teams, ensuring timely, clear, and accurate communication with both internal and external stakeholders, and evaluating impacts to deliver accurate situation reports. A successful candidate will have expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset.Key Skills:Incident Management: Coordinate response efforts, technical coordination, and remediation, and rally cross-functional teams to resolve incidents.Effective Communication: Offer timely and transparent updates through official channels, manage stakeholder expectations, and participate in post-incident reviews to drive improvements.Data Analysis: Leverage data and insights to uncover incident root causes and assess customer impacts.Cross-Functional Collaboration: Work with Product, Support, Engineering, Legal teams to identify opportunities for process improvements, tool enhancements, and metric development.Benefits:Opportunity to work in a dynamic and fast-paced environment with a talented team.Chance to develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.Possibility to leverage data analytics and reporting to communicate incident trends and experiences.Qualifications:12+ years of experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.7+ years of 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, including availability to participate in on-call rotations.Exceptional communication skills to communicate clearly and empathetically with both customers and internal stakeholders.Preferred Qualifications:Hands-on experience with leveraging AI-driven tools and processes to enhance incident management and monitoring tools.Experience with Jira software certification and Atlassian products would be an asset.

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