Customer Support Services Expert

1 day ago

hubballi, India beBeeIncident Full time

Job Title: Incident Management ProfessionalThe CSS team is looking for a seasoned Incident Management professional to lead the charge in delivering exceptional support experiences during customer-facing incidents. This dynamic role focuses on coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.Job DescriptionThe ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset. Key responsibilities include: Leading the response efforts, technical coordination, and remediation of customer-facing reliability and security incidents; Evaluating impacts, delivering accurate situation reports, and building communication bridges to quickly resolve incidents; Managing incident communication proactively, offering timely and transparent updates through official channels; Actively participating in post-incident reviews, driving actionable improvements to improve the customer experience when incidents occur; Leveraging data and insights to uncover incident root causes and assess customer impacts; Maintaining open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle.Required Skills and QualificationsTo be successful in this role, you will need: 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.BenefitsThis role offers opportunities for growth and development in a dynamic environment, where you can leverage your expertise to drive process improvements and enhance the customer experience.

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