Leader of Quality Customer Experience

2 weeks ago

Kanpur, Uttar Pradesh, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Technical Customer Support Lead

This is an urgent opening for a skilled professional to join our team as a Technical Customer Support Lead. As a key member of our customer support department, you will be responsible for providing exceptional technical support to our customers.

We are looking for a highly motivated and proactive individual with a strong sense of ownership and a passion for improving customer support processes and outcomes. If you have excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally, this could be the perfect opportunity for you.

The ideal candidate will be highly organized and able to manage multiple priorities in a fast-paced, dynamic environment. You will need to have strong analytical skills with intermediate to advanced proficiency in Excel, as well as experience working with large data sets to identify trends and resolve complex issues.

You will also need to be skilled at identifying root causes and structuring logical, data-backed recommendations for operational improvements. A commitment to accuracy, quality, and data security is essential.

This role requires comfort working cross-functionally and across time zones, with partial overlap with US business hours. Intermediate understanding of technical systems, APIs, and SQL is necessary, as well as experience working with support ticketing systems such as Jira Service Desk.

Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment is preferred. The ideal candidate will have 5 to 7 years of experience in SaaS technical support, customer operations, or similar project-focused roles.

Responsibilities:

  • Provide exceptional technical support to customers via phone, email, and chat
  • Resolve complex technical issues and improve customer satisfaction
  • Work collaboratively with cross-functional teams to identify and implement process improvements
  • Analyze customer feedback and usage data to inform product development and marketing strategies
  • Develop and maintain knowledge base articles and other documentation to support customer self-service
  • Stay up-to-date with industry trends and emerging technologies to ensure continued relevance and value to customers

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