Senior Support Excellence Lead

5 days ago

Gurgaon, Haryana, India beBeeCustomerSupport Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

Job Summary

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  • This role involves leading a team of support professionals, focusing on exceptional customer service and building trust with clients.
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About the Role

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  • The Senior Support Manager will oversee the creation of scalable support systems, develop processes for efficient client interactions, and drive operational excellence.
  • This includes establishing key performance indicators (KPIs) such as CSAT, NPS, response time, and resolution rate to measure success.
  • In addition, the candidate will partner with cross-functional teams to translate customer feedback into product improvements.
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Key Responsibilities

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  • Team Leadership: Build and manage a high-performing customer support team, promoting a culture of accountability, growth, and customer-centricity.
  • Strategy & Processes: Develop and implement support workflows and playbooks for efficiency and excellence.
  • Metrics & Reporting: Establish and track KPIs to measure success.
  • Collaboration: Partner with Product, Engineering, and Sales teams to translate customer feedback into product improvements.
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Requirements

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  • Experience: 3-5 years of experience managing customer support teams, preferably in a SaaS environment.
  • Leadership Skills: Proven track record of building and scaling teams from scratch.
  • Skills & Qualifications: Strong expertise in support processes, workflows, and tools. Analytical mindset with data-driven decision-making skills.
  • Communication Skills: Excellent communication and interpersonal skills.
  • Customer Focus: A customer-first mindset and passion for delivering exceptional service.
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Benefits

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  • A dynamic work environment that fosters creativity, collaboration, and growth.
  • Monthly advance salaries.
  • Free breakfast and snacks.
  • Employee and Family health insurance covered.
  • Fast-paced growth with a startup impacting thousands of businesses.
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Why You'll Thrive Here

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  • We're a team of passionate individuals working together to build a successful company.
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About Us

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  • We believe our employees are our greatest asset.
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Career Growth

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  • Fast-paced growth opportunities.
"]},

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