Customer Solutions Team Manager

4 weeks ago


Chennai, Tamil Nadu, India ZoomInfo Full time

Job Overview:

About ZoomInfo: ZoomInfo is a leading provider of go-to-market intelligence solutions. We empower sales and marketing teams with accurate contact and company data, enabling them to identify and pursue new opportunities with precision and efficiency.

Job Summary: We are seeking an experienced Customer Solutions Team Lead to join our team. As a Team Lead, you will oversee a team of technical support specialists, ensuring that customers receive exceptional service and support.

Key Responsibilities:

Team Management:

  • Manage a team of technical support specialists to deliver consistent results and high-quality customer service.
  • Develop and implement strategies to improve team performance, customer satisfaction, and overall business outcomes.
  • Provide coaching, training, and feedback to team members to enhance their skills and knowledge.

Process Management:

  • Develop and implement processes to improve efficiency, reduce ticket resolution times, and enhance overall customer experience.
  • Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement.
  • Collaborate with cross-functional teams to drive business outcomes and achieve company goals.

Customer and Escalation Management:

  • Provide day-to-day support to customers, addressing their issues and concerns in a timely and effective manner.
  • Act as a liaison between customers and internal teams to resolve complex issues and escalate critical incidents.
  • Identify and pursue opportunities to upsell and cross-sell our products and services to customers.

Requirements:

  • Bachelor's degree and minimum 1 year of experience in customer support or related field.
  • Proven track record of delivering high-quality customer service and support.
  • Strong leadership, communication, and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.

How to Apply:

Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.



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