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Customer Support Team Leader

2 months ago

Pune, Maharashtra, India Hiring India Recruitment Full time

About AmberStudent

AmberStudent is a global student housing marketplace that has grown rapidly, with over 80 million students worldwide relying on us to find and secure full-time housing near their desired locations.

Job Title: Sr. Manager - Customer Support

About the Role

We are seeking a Sr. Manager - Customer Support to lead our customer support team. The ideal candidate will have 5+ years of experience in customer support and leadership roles, with a proven track record of managing teams and driving customer satisfaction.

Key Responsibilities:

  1. Manage a team of customer support managers and associates to ensure high-quality customer service and timely issue resolution.
  2. Develop and implement strategies to improve customer satisfaction, team productivity, and process efficiency.
  3. Collaborate with cross-functional teams, including product, tech, and marketing, to drive business growth and customer engagement.
  4. Analyze performance metrics and provide actionable insights to inform business decisions.
  5. Build and maintain relationships with key stakeholders, including HR and training teams, to ensure seamless recruitment and training processes.
  6. Plan and manage team resources to achieve business objectives.
  7. Stay up-to-date with industry trends and best practices to drive innovation and excellence in customer support.
  8. Requirements:
    1. 5+ years of experience in customer support and leadership roles.
    2. Excellent people management skills with a proven track record of handling teams of 30+ customer support professionals.
    3. Proficiency in customer relationship management tools, such as Salesforce, Leadsquared, or ZohoCRM.
    4. Experience with analytics and database tools, including PowerBI, Tableau, or Google Data Studio.
    5. Data-oriented with a focus on measuring and improving customer satisfaction and team productivity.
    6. Business acumen to appreciate and understand levers for team growth and customer engagement.
    7. Comfortable with ambiguity and able to transform broad ideas into actionable plans.
    8. Great problem-solving skills with a focus on customer-centric solutions.
    9. Strong project management skills with a proven track record of delivering results.
    10. B2C experience with a focus on customer relationship management.

What We Offer

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a customer-focused leader with a passion for driving excellence, we encourage you to apply for this exciting opportunity.