Support Operations Lead

2 weeks ago

Rajkot, Gujarat, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

About this role

We are seeking a seasoned Support Operations Lead to oversee the efficient and effective delivery of technical and client support services. The successful candidate will be responsible for direct management of tech and client support activities, collaborating with internal teams and stakeholders, and ensuring timely resolution of all production issues.

Key Responsibilities:

  • Serve as primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates, and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • Build and manage the tech and client support team members.

Requirements:

  • Expected experience: 12+ years with at least 5 years experience managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience in handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, both written and verbal, with ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.
  • Flexibility and adaptability to work in a fast-paced and dynamic environment.

Benefits:

This role offers a unique opportunity to join a fast-paced and dynamic organization, where you will have the chance to grow and develop your skills in a supportive and collaborative environment.

Others:

If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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