Customer Experience Leader

8 hours ago

Kannur, Kerala, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000

About this role

We are seeking a highly skilled and experienced Technical Customer Support Lead to join our team.

This is an excellent opportunity for a motivated and proactive individual who is passionate about improving customer support processes and outcomes.

The successful candidate will have a strong track record of delivering exceptional customer service, managing multiple priorities in a fast-paced environment and working collaboratively with cross-functional teams.

Key Responsibilities:

  • To lead a team of customer support specialists, providing guidance and coaching to ensure they meet their performance targets.
  • To develop and implement effective customer support strategies, processes and procedures that align with business objectives.
  • To identify and escalate complex customer issues, ensuring timely resolution and root cause analysis.
  • To maintain accurate records of customer interactions, including tickets, emails and phone calls.
  • To work closely with internal stakeholders, including sales, marketing and product teams to ensure seamless communication and collaboration.

Requirements:

  • A minimum of 5 years' experience in a technical customer support leadership role.
  • Excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally.
  • Strong analytical and problem-solving skills, with the ability to work with large data sets and identify trends.
  • Intermediate understanding of technical systems, APIs and SQL.
  • Experience working with support ticketing systems such as Jira Service Desk.
  • Familiarity with customer invoicing, billing or finance operations in a SaaS or B2B environment.

What we offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

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