Tech Support Operations Lead

4 weeks ago


Bengaluru, Karnataka, India Whatfix Full time

About the Role:

We are seeking a seasoned Technical Support Operations Lead to oversee a team of Technical Support Engineers (TSE) in our Bengaluru office.

As a key member of our Support team, you will be responsible for managing and mentoring your team to ensure seamless delivery of customer support services within agreed Service Level Agreements (SLA).

Your primary objective will be to drive continuous process improvements, develop best practices, and optimize support procedures to enhance overall customer satisfaction.

Key Responsibilities:

  • Manage a team of TSE to deliver high-quality customer support services within SLA.
  • Develop and implement process improvements to increase efficiency and productivity.
  • Collaborate with internal teams, including Customer Success, Solutions, PM, Engineering, and Product.
  • Drive knowledge sharing and foster a culture of learning within the team.
  • Conduct performance evaluations, manage performance issues, and handle team member compensation and promotions.
  • Participate in hiring activities to grow the team as needed.

Requirements:

To succeed in this role, you should possess:

  • 7-10 years of experience in technical support, application support, or customer-facing roles.
  • At least 2 years of managerial or supervisory experience.
  • Strong presentation, verbal, and written communication skills.
  • Proficiency in JavaScript, CSS, and HTML.
  • Familiarity with Enterprise Applications such as Salesforce, MS Dynamics, SAP, and Oracle is a plus.

Why You'll Love Working Here:

You'll have the opportunity to work with a top 20 B2B tech company, boasting many Fortune 500 companies as customers. You'll be part of a global market leader recognized by Gartner in the digital adoption space, with a customer-centric approach that drives excellence.

As a valued member of our team, you'll enjoy a competitive estimated salary of ₹1,200,000 per annum, commensurate with experience, and a dynamic work environment that fosters growth and innovation.



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