Customer Support Director
4 weeks ago
AiSensy is seeking an experienced Customer Support Director to lead our support team and drive customer satisfaction, loyalty, and retention. This is a full-time position based in [Location], with a salary of $120,000 - $180,000 per year.
The ideal candidate will have at least 5 years of experience in customer support, with a proven track record of managing and scaling a customer support team in a fast-paced environment. They will be responsible for developing and implementing support strategies that meet customer needs, improving support efficiency and response times, and maintaining a knowledge base and FAQs for customer empowerment.
Key Responsibilities:
- Lead the support team, ensuring a seamless and high-quality customer experience.
- Develop and scale support operations to efficiently meet growing customer needs.
- Drive customer satisfaction, loyalty, and retention through proactive support.
- Lead, mentor, and manage a team of customer support representatives.
- Set KPIs, monitor team performance, and conduct regular performance reviews.
- Identify training needs and provide ongoing development for team members.
AiSensy is a WhatsApp-based Marketing & Engagement platform helping businesses grow their revenues via WhatsApp. We are enabling 50,000+ Businesses with WhatsApp Engagement & Marketing and have worked with top brands like Skullcandy, Vivo, Rentomojo, Physicswallah, and more.
QualificationsTo be successful in this role, you will need:
- At least 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
- Proven track record of managing and scaling a customer support team in a fast-paced environment.
- Strong leadership, coaching, and motivational skills.
- Exceptional verbal and written communication abilities.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
AiSensy is a mission-driven and growth-stage startup backed by Marsshot.vc, Bluelotus.vc, and 50+ Angel Investors. We are committed to providing a top-notch support experience to our customers and are looking for talented individuals who share our vision.
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