Customer Experience Manager

3 days ago

Thiruvananthapuram, Kerala, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 15,00,000
Technical Customer Support Lead

We are seeking a highly motivated and experienced Technical Customer Support Lead to join our team.

Key Responsibilities:

  • Lead and manage a team of customer support engineers to provide timely and effective support to customers.
  • Develop and implement process improvements to enhance customer satisfaction and reduce support ticket volumes.
  • Work closely with cross-functional teams to identify and resolve complex customer issues.
  • Analyze data to identify trends and areas for improvement in customer support processes.
  • Collaborate with product development teams to gather feedback and insights on customer needs and pain points.
  • Provide input on technical requirements and specifications for new products and features.

Requirements:

  • 5-7 years of experience in SaaS technical support, customer operations, or similar project-focused roles.
  • Strong leadership skills and ability to motivate and guide a team.
  • Excellent written and verbal communication skills with the ability to convey technical concepts clearly and professionally.
  • Highly organized and able to manage multiple priorities in a fast-paced environment.
  • Intermediate to advanced proficiency in Excel, SQL, and JQL.
  • Experience working with support ticketing systems such as Jira Service Desk and reporting configuration.
  • Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment is preferred.

Preferred Qualifications:

  • Experience working in a cloud-based environment.
  • Knowledge of APIs and technical systems.
  • Comfortable working across time zones and collaborating with global teams.

A competitive salary, opportunities for growth and professional development, and a dynamic work environment await you. Send your updated CV and let's discuss this opportunity further.

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