Customer Support Director

2 weeks ago


Gurgaon, Haryana, India AiSensy Full time

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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