Operational Support Specialist

2 days ago

Chennai, Tamil Nadu, India beBeeCustomer Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Technical Operations Manager

We are seeking a skilled technical operations manager to lead our customer support efforts. This role will be responsible for nurturing relationships with high-value customers, driving onboarding and product adoption, and delivering exceptional technical leadership.

The successful candidate will play a key role in understanding customer needs and helping shape the future of customer support.

Key Responsibilities:

  • Build trust with customers through proactive communication and issue resolution.
  • Ensure timely issue resolution and monitor progress to ensure customer satisfaction.
  • Manage customer expectations and facilitate internal activities as agreed.
  • Learn and master our products at a deep level to provide expert guidance to customers.
  • Stay up-to-date on upcoming features and help customers prepare for them.
  • Understand how customers define their own success with our product and help them work toward that goal.
  • Provide proactive guidance and creative solutions to address business problems and deepen relationships.
  • Represent customer voice during internal discussions and projects.
  • Lead knowledge management across products and customers.
  • Analyze customer data to demonstrate value and impact on business.
  • Collaborate with product and engineering teams on customer feedback and feature improvements.

Required Skills and Qualifications:

  • Strong knowledge of CRM applications like Salesforce, JIRA, Zoho, Freshdesk, or Zendesk.
  • Understanding of technical support processes and metrics.
  • Experience managing 24/7 technical support teams and processes.
  • Knowledge of SAAS applications.
  • AI/ML, NLP/NLU, and database technologies are a plus.
  • Ability to quickly learn and adapt to new emerging technologies and solutions.

Qualifications and Experience:

  • 6-9 years of experience in technical customer-facing roles.
  • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.

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