Customer Support Manager

4 weeks ago

Gurgaon, Haryana, India AiSensy Full time
About AiSensy

AiSensy is a cutting-edge WhatsApp-based marketing and engagement platform that empowers businesses to grow their revenues through innovative WhatsApp solutions.

Our Mission

We are a mission-driven and growth-stage startup backed by top investors, dedicated to helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, and Cosco achieve remarkable results through our platform.

Responsibilities:
  • Lead the support team to deliver exceptional customer experiences.
  • Develop and scale support operations to meet growing customer needs.
  • Drive customer satisfaction, loyalty, and retention through proactive support.
  • Lead, mentor, and manage a team of customer support representatives.
  • Set KPIs, monitor team performance, and conduct regular performance reviews.
  • Identify training needs and provide ongoing development for team members.
  • Develop scalable support processes, policies, and best practices.
  • Improve support efficiency and response times based on analytics and customer feedback.
  • Collaborate closely with product and sales teams to align support operations with customer needs.
  • Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction.
  • Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment.
  • Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction.
  • Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores.
  • Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.
  • Forecast staffing needs and allocate resources to meet customer demands.
  • Identify and implement process improvements to enhance support efficiency, quality, and customer experience.
  • Develop escalation protocols, response templates, and quality control measures for consistent support.
  • Stay updated on industry trends and best practices to keep AiSensy's support competitive and effective.
Qualifications:
  • 3-5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment).
  • Proven track record of managing and scaling a customer support team in a fast-paced environment.
  • Strong leadership, coaching, and motivational skills.
  • Exceptional verbal and written communication abilities.
  • Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Customer-focused and empathetic, driven to provide a top-notch support experience.
  • High level of organizational skills and ability to multitask effectively.
  • Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.

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