Product Support Professional

3 days ago

Surat, Gujarat, India beBeeCustomerSupport Full time ₹ 8,00,000 - ₹ 15,00,000
Job Title: Product Support Lead

We are seeking a skilled professional to oversee and optimize our support operations, ensuring customer satisfaction.

This is an exciting opportunity for a self-starter who thrives in a dynamic environment, comes with a customer-centric approach, has a bias for action, and can effectively collaborate with cross-functional teams.

  • Foster a customer-centric culture within the team.
  • Provide technical guidance to the team and customers.
  • Lead and inspire a team of professionals to achieve performance goals.

The ideal candidate will be responsible for:

  • 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 support specialists.

Key Skills include:

  • Excellent troubleshooting, presentation, and documentation skills.
  • Excellent verbal and written communication skills.
  • Ability to prioritize issues based on complexity and severity.

About Us

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

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

Requirements include:

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

You will get:

  • Competitive compensation package and benefits.
  • Work closely with a truly amazing team.

We celebrate diversity and are committed to creating an inclusive environment.

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