Support and Service Excellence Manager
5 days ago
We are seeking an accomplished Service Excellence Manager to lead and mentor our support team in delivering world-class customer service and technical solutions. As a critical member of our team, you will drive support excellence by developing strategies, managing escalations, and implementing best practices.
Key Accountabilities:- Lead, develop, and motivate a high-performing support team, ensuring our users receive prompt, helpful, and friendly assistance.
- Collaborate closely with cross-functional teams to ensure seamless customer experiences for our SaaS products and services.
- Track key performance metrics (KPIs) like customer satisfaction, response time, and resolution time to maintain high standards of support.
Requirements:
- 15+ years of experience in web development, production, and support with a minimum of 5 years in direct people management.
- Proven experience in a leadership role in customer support, preferably within a website-based services environment.
- Strong understanding of CMS & website operations, troubleshooting, and support methodologies.
Estimated Salary: ₹1,200,000 - ₹1,500,000 per annum.
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Delivery Excellence Manager
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Production Excellence Manager
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