Customer Support Director
2 weeks ago
About AiSensy
AiSensy is a cutting-edge WhatsApp-based marketing and engagement platform that empowers businesses like Skullcandy, Vivo, Rentomojo, and Physicswallah to drive revenue growth via WhatsApp.
- Enabling 50,000+ businesses to effectively engage with customers on WhatsApp.
- Processed over 400cr+ WhatsApp messages between businesses and users via AiSensy.
- Partnered with top brands such as Skullcandy, Vivo, Rentomojo, and Physicswallah.
- Businesses have seen a significant impact, driving 25-80% of their revenue using AiSensy's platform.
- AiSensy is a mission-driven, growth-stage startup backed by prominent investors, including Marsshot.vc and Bluelotus.vc.
Key Responsibilities:
- Lead a high-performing support team to deliver seamless customer experiences.
- Develop and scale support operations to efficiently meet growing customer needs.
- Drive customer satisfaction, loyalty, and retention through proactive support.
- Mentor and manage a team of customer support representatives.
- Set key performance indicators, monitor team performance, and conduct regular performance reviews.
- Identify training needs and provide ongoing development for team members.
- Develop scalable support processes, policies, and best practices.
- Improve support efficiency and response times based on analytics and customer feedback.
- Collaborate closely with product and sales teams to align support operations with customer needs.
- Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.
- Maintain a comprehensive knowledge base, FAQs, and self-service resources for customer empowerment.
- Conduct regular satisfaction surveys, analyze 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 weekly and monthly reports highlighting trends, insights, and areas for improvement.
- Forecast staffing needs and allocate resources to meet customer demands.
- Identify and implement process improvements to enhance support efficiency, quality, and customer experience.
- Develop escalation protocols, response templates, and quality control measures for consistent support.
- Stay updated on industry trends and best practices to maintain AiSensy's support competitiveness.
Qualifications:
- 3-5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
- Proven track record of managing and scaling a customer support team in a fast-paced environment.
- Strong leadership, coaching, and motivational skills.
- Exceptional verbal and written communication abilities.
- Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Customer-focused and empathetic, driven to provide a top-notch support experience.
- High level of organizational skills and ability to multitask effectively.
- Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.
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