Product Support Team Lead

1 week ago

Anand, Gujarat, India beBeeSupport Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title:

  • Ensure customer satisfaction by overseeing and optimizing the support operations.
  • Lead and manage a team of customer support specialists, focusing on delivering exceptional technical assistance to customers.

Key Responsibilities:

  • Identify and measure metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
  • Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
  • Monitor and maintain service level agreements (SLAs) for support response and resolution times.
  • Recruit, train, and manage a team of product support specialists.
  • Stay updated on the latest features, provide training to the support team on new features and changes.
  • Conduct regular audits of customer interactions for compliance and improvement.
  • Ensure accurate and up-to-date documentation of support processes and procedures.
  • Develop and update knowledge base articles for customer self-service.
  • Become a product expert - you will be a go-to resource for both customers and coworkers.
  • Own the overall KPIs for customer support. Present regular updates to the leadership team on support performance.

Requirements:

  • Bachelor's degree or equivalent experience in Computer Science or related field.
  • 4+ years of experience in Customer Support for B2B SaaS platform companies.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Ability to prioritize issues based on complexity and severity.
  • Result-oriented and has great attention to details.
  • Strong empathy for customers and passion for growth.
  • Flexibility with changing job duties and responsibilities.

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