Expert Customer Support Professional

10 hours ago

Kottayam, Kerala, India beBeeSupport Full time ₹ 20,00,000 - ₹ 25,00,000
Customer Experience Strategist

Job Summary:

The Customer Experience Strategist will oversee and optimize the support operations to ensure customer satisfaction. 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.

Key Responsibilities:
  • Lead and manage a team to deliver exceptional support and technical assistance to customers.
  • 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.
  • 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.
  • Develop and update knowledge base articles for customer self-service.
  • Become an expert in our products - you'll be a go-to resource for both customers and coworkers.
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.

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