Customer Experience Director

2 days ago

Ghaziabad, Uttar Pradesh, India beBeeCustomerExperience Full time ₹ 1,55,52,000 - ₹ 1,68,96,000

Job Title: Customer Experience Director


About the Role:


As a seasoned professional, you will oversee and optimize support operations to ensure customer satisfaction. Leading and managing a team of support specialists, you will focus on delivering exceptional support and technical assistance to our customers.


This role involves ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.


The ideal candidate will be 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.


Key Responsibilities:



  • Understand customer needs and expectations to provide effective and timely support.
  • Foster a customer-centric culture within the support team.
  • Provide technical guidance to the support team and customers.
  • Lead and inspire a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance skills and knowledge.
  • Identify and resolve complex technical & functional issues efficiently.
  • Implement proactive measures to prevent recurring problems.
  • Communicate effectively with customers, internal teams, and stakeholders.
  • Collaborate with the product development team to provide insights from customer support.
  • Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
  • Measure and enhance customer experience with data-led decisions and tracking KPIs.

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
  • Excellent verbal and written communication skills
  • Ability to prioritize issues based on complexity and severity
  • Result-oriented and has great attention to details
  • Strong empathy for customers and passion for growth
  • Flexibility with changing job duties and responsibilities

What We Offer:



  • Competitive compensation package and benefits
  • Opportunity to work closely with a talented team
  • Join a fast-growing organization and make a meaningful impact
  • Develop your career and take it to the next level

We are an equal opportunity employer committed to creating an inclusive environment for all employees.

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