Exceptional Customer Experience Manager

1 day ago

Vellore, Tamil Nadu, India beBeeCustomer Full time ₹ 10,00,000 - ₹ 15,00,000
Job Title:

Product Support Lead

As a Product Support Lead, you will play a pivotal role in delivering exceptional customer experiences by overseeing and optimizing support operations.

  • Key Responsibilities:
    • Identify and measure key metrics for customer support teams (Service Level Agreements, Customer Satisfaction, Response and Resolution Time).
    • Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).

Team Management:

  • Recruit, train, and manage a team of product support specialists.

Technical Expertise:

  • Stay updated on the latest features and provide training to the support team on new features and changes.

Documentation:

  • Ensure accurate and up-to-date documentation of support processes and procedures.

Knowledge Base:

  • Develop and update knowledge base articles for customer self-service.

KPI Management:

  • Own the overall KPIs for customer support. Present regular updates to leadership on support performance.

Requirements:

  • Bachelor's degree or equivalent experience in Computer Science or related field.
  • 4+ years of experience in Customer Support for a B2B SaaS platform company.

Skills:

  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Ability to prioritize issues based on complexity and severity.
  • Result-oriented with great attention to details.
  • Strong empathy for customers and passion for growth.

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