Key Performance Driven Customer Service Expert

4 days ago

Hubli, Karnataka, India beBeeCustomer Full time ₹ 80,00,000 - ₹ 1,00,00,000

At Truein, we are on a mission to bring transparency and controls in the time & attendance process. We leverage Face recognition and AI technologies. Our Culture: We genuinely care about every member we hire. You'll learn new things regardless of your experience level.

Role Overview:

As a Product Support Lead, you will play a crucial role in ensuring customer satisfaction by overseeing and optimising the support operations. Key Competencies: Understand customer needs and expectations to provide effective and timely support. Foster a customer-centric culture within the support team. Provide technical guidance to the support team and customers.

Roles and Responsibilities:

  • Identify and measure metrics for customer support teams (SLA's, CSAT, Response and Resolution Time).
  • Oversee the resolution of customer issues through various channels (tickets, chat, email, phone). Monitor and maintain service level agreements (SLAs) for support response and resolution times.
  • Recruit, train, and manage a team of product support specialists.
  • Stay updated on the latest features, provide training to the support team on new features and changes.
  • Conduct regular audits of customer interactions for compliance and improvement. Ensure accurate and up-to-date documentation of support processes and procedures.
  • Develop and update knowledge base articles for customer self-service. Become a product expert - you'll be a go to resource for both customers and coworkers.
  • Own the overall KPIs for customer support. Present regular updates to the leadership team on support performance.

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