Product Experience Strategist

21 hours ago

Cochin, Kerala, India beBeeSupport Full time ₹ 40,00,000 - ₹ 80,00,000
Customer Experience Manager

We are seeking a seasoned customer support leader to oversee and optimize our support operations, ensuring exceptional customer experiences through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement.

About the Role:
  • Lead and manage a team of product support specialists to achieve performance goals.
  • 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.

Key Responsibilities:

  • Recruit, train, and manage a team of product support specialists.
  • Stay updated on the latest features, provide training to the support team on new features and changes.
  • Conduct regular audits of customer interactions for compliance and improvement.
  • Ensure accurate and up-to-date documentation of support processes and procedures.

Requirements:

  • 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.
  • Strong empathy for customers and passion for growth.

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