Senior Support Manager

4 weeks ago

Pune, Maharashtra, India VikingCloud Full time
Role Summary

We are seeking a highly motivated and experienced Senior Support Manager to lead our support team in Pune, India. In this role, you will be responsible for managing a team of support analysts, ensuring excellent customer satisfaction, and driving business growth.

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. With over 6+ billion online events analyzed daily, we continuously monitor and analyze data to provide predictive intelligence and a competitive edge to our customers.

Job Description
  • Lead and manage a team of support analysts to implement and meet agreed targets.
  • Drive customer satisfaction through effective customer support and act as a senior agent.
  • Mentor and coach support staff to ensure they have the necessary skills to excel in their roles.
  • Record and track team SLAs and workflows to ensure seamless operations.
  • Closely communicate escalated issues to next Tier and product managers as needed.
  • Ensure effective 121 reviews, absence management, and performance reviews monthly.
  • Through coaching, help your team identify opportunities to acquire new business and generate revenue.
  • Manage calling activity to raise revenue throughout the team.
  • Provide daily/weekly/monthly update reports to Centre Manager for review.
  • Responsible for coaching and goal setting with the team to support achieving targets.
  • Meet/exceed set KPI's on a daily/weekly/monthly basis.
  • Represent the company in a professional manner.
Requirements
  • Minimum graduate or equivalent in relevant field.
  • Min 5 years' experience working in Support function and min 2+ years in lead / similar role.
  • Excellent communication skills.
  • An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets.
  • Ability to engage and encourage direct reports.
  • Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure.
  • Ability to demonstrate passion and drive for our products.
  • Effective organization and prioritization skills.
  • Ability to be self-motivated.
  • Using initiative can recognize whenperformance basedincentives need to be added.
  • Confident in coaching techniques, can support and mentor others in this area.
  • Ability to adapt to change.
Compensation

The estimated annual salary for this role is ₹1,200,000 - ₹1,800,000, depending on experience and qualifications.

Benefits

VikingCloud offers a comprehensive benefits package, including:

  • Competitive salary and bonus structure.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
  • A comprehensive health insurance plan.
  • A generous paid time off policy.
Other Information

VikingCloud is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state or local protected class.

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