WhatsApp Support Manager

5 days ago

amravati, India beBeeCustomer Full time

About usWe are a WhatsApp-based marketing and engagement platform that helps businesses grow their revenues via WhatsApp.More than 150,000 businesses use our WhatsApp engagement and marketing platform.Around 800 Crores+ WhatsApp messages are exchanged between businesses and users per year.We work with top brands like Vivo, Physicswallah & more.Our platform enables businesses to drive 25-80% of their revenues.We are a mission-driven and growth-stage startup backed by Marsshot.vc, Bluelotus.vc & 50+ angel investors.Job Summary:We are seeking an experienced Support Manager who will lead our support team in delivering exceptional customer experiences. The successful candidate will be responsible for developing and scaling support operations to meet growing customer needs.Key Responsibilities:Lead the support team in providing seamless and high-quality customer service.Develop scalable support processes and policies to efficiently meet customer needs.Drive customer satisfaction and loyalty through proactive support strategies.Manage a team of customer support representatives and set key performance indicators (KPIs).Conduct regular performance reviews and provide ongoing development opportunities for team members.Identify training needs and implement effective training programs.Closely collaborate with product and sales teams to align support operations with customer needs.Escalate complex customer issues and resolve them promptly to enhance customer satisfaction.Maintain a knowledge base and FAQs to empower customers.Analyze customer feedback and act on insights to improve customer satisfaction.Track and analyze key support metrics such as response time, resolution rate, and customer satisfaction scores.Prepare reports highlighting trends, insights, and areas for improvement.Forecast staffing needs and allocate resources effectively.Identify and implement process improvements to enhance support efficiency and quality.Requirements:To succeed in this role, you should have:A degree in Business Administration, Marketing or a related field.At least 5 years of experience in customer-facing roles, preferably in a support management position.Proven track record of improving customer satisfaction and loyalty.Excellent leadership and communication skills.Ability to analyze complex problems and develop effective solutions.Familiarity with CRM systems and data analysis tools.What We Offer:We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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