Leading Customer Support Specialist

3 days ago

Hyderabad, Telangana, India beBeeProductSupportLead Full time ₹ 15,00,000 - ₹ 20,00,000
Job Opportunity

We are seeking a highly skilled and experienced Product Support Lead to join our team.

This role involves ensuring customer satisfaction by overseeing and optimizing support operations. The successful candidate will lead and manage the Customer Support team, focusing on delivering exceptional support and technical assistance to customers.

The key responsibilities of this role include:

  • Developing and implementing metrics for customer support teams, such as SLAs, CSAT, Response and Resolution Time.
  • Overseeing the resolution of customer issues through various channels, including tickets, chat, email, and phone.
  • Monitoring and maintaining service level agreements (SLAs) for support response and resolution times.
  • Recruiting, training, and managing a team of product support specialists.
  • Staying up-to-date on the latest features and providing training to the support team on new features and changes.
  • Conducting regular audits of customer interactions for compliance and improvement.
  • Ensuring accurate and up-to-date documentation of support processes and procedures.
  • Developing and updating knowledge base articles for customer self-service.
  • Becoming a product expert, acting as a go-to resource for both customers and coworkers.
  • Owner of overall KPIs for customer support, presenting regular updates to the leadership team on support performance.

The ideal candidate will possess the following skills and qualifications:

  • 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.
  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Able to prioritize issues based on complexity and severity.
  • Result-oriented with great attention to detail.
  • Strong empathy for customers and passion for growth.
  • Flexibility with changing job duties and responsibilities.

About Us:

We genuinely care about every member we hire. You'll learn new things regardless of your experience level.

We strongly believe in creating value for all stakeholders - our employees, customers, and investors.

We foster ownership, and have a dynamic, fun and vibrant startup culture.

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