Customer Support Team Lead
4 weeks ago
Job Title: Customer Support Manager
Department: Customer Services
Reporting To: Program Manager
Location: Panaji, Goa - India
Job Type: Work from office
Company Overview
At Open Destinations Limited, we pride ourselves on delivering exceptional customer experiences through our cutting-edge technology. Our team of 500+ travel tech experts works tirelessly to solve the biggest technological issues that tour and rail operators face. With 10,000 travel professionals relying on our technology daily, we strive to stay ahead of the curve.
Key Responsibilities
- Oversee the Ticket Management System, ensuring timely and accurate ticket resolution.
- Maintain high-level customer satisfaction by delivering exceptional support services.
- Meet ticket SLAs as agreed upon with customers and internal stakeholders.
- Monitor productivity and efficiency metrics to drive operational excellence.
- Develop a high-performing support team through recruitment, hiring, and retention strategies.
- Build and nurture strong relationships with clients through regular communication and proactive support initiatives.
- Represent the company at customer meetings, addressing concerns and driving solutions.
Requirements
- 8+ years of proven experience in a customer support management role, preferably in the software or technology industry.
- Strong leadership and people management skills with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills with a customer-centric approach.
- Proficiency in using Ticket Management Systems and other support tools.
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