Customer Experience Team Lead

2 days ago


Bengaluru, Karnataka, India Hevo Data Full time
Job Description:

The Senior Technical Support Manager will lead the customer experience team in ensuring top-class support to Hevo's clients. This role requires a strong understanding of Cloud Technologies, DB Concepts, and/or SaaS application integration, including technical troubleshooting of these databases/applications.

The ideal candidate should have experience in leading technical Product Support teams for at least 2 years in Mid-size B2B Tech Product Companies (SaaS preferred), or Large-scale B2B Tech Product companies during the growth stages. The candidate should also have experience in a technical, customer-facing role (e.g., product support, professional services, etc.) as an IC for 5+ years.

Responsibilities:
  • Ensure top-class customer experience
  • Ensure that the team resolves tickets within defined SLAs
  • Minimize escalations on issues raised by customers; become the SPOC (single point of contact) for all escalations for tickets handled by their team
Requirements:
  • 10+ years of experience in technical product support roles with demonstrated success
  • Strong technical skills; experience in ETL would be a plus
Salary Range:

$150,000 - $200,000 per year



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