Customer Support Experience Manager

2 weeks ago

alappuzha, India beBeeIncident Full time

Are you ready to revolutionize customer support and take your career to the next level? As a seasoned incident manager, you have the unique opportunity to drive legendary support experiences that delight customers and deepen their loyalty to our brand.We're seeking a highly experienced professional to join our Customer Support Services team. This dynamic role involves coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.Key Responsibilities:Become the go-to person for customer-facing reliability and security incidents, leading response efforts, technical coordination, and remediation, while rallying cross-functional teams.Adeptly manage incident communication proactively, offering timely and transparent updates through official channels.Participate in post-incident reviews (PIRs), driving actionable improvements to enhance the customer experience during incidents.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.Critical Skills and Qualifications:12+ years of experience leading incident response efforts, collaborating across diverse teams, and driving incidents to resolution.7+ years of experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers.Exceptional communication skills, with the ability to communicate clearly and empathetically with customers and internal stakeholders.Benefits:Join a dynamic team focused on delivering exceptional customer experiences.Pursue a challenging and rewarding role that aligns with your skills and experience.About Us:We are a distributed-first company, committed to empowering our employees to work in environments that suit them best. Our culture values collaboration, continuous learning, and improvement.

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