Senior Customer Experience Lead
4 weeks ago
At DigitalCube Consultancy, we pride ourselves on delivering cutting-edge technology and exceptional customer experiences. Our team is passionate about supporting our users and providing them with the best possible service.
We are seeking a skilled Technical Support Manager to join our team and help us achieve our goals. As a leader, you will be responsible for overseeing and leading our customer support team, ensuring our users receive prompt, helpful, and friendly assistance.
Key Responsibilities:
- Develop and implement support strategies to ensure a smooth customer experience for our SaaS products and services.
- Manage and resolve complex customer issues, escalating to technical teams or management when necessary.
- Track key performance metrics (KPIs) like customer satisfaction, response time, and resolution time to ensure high standards of support.
- Cross-functional Collaboration: Work closely with Development, product, engineering, and sales teams to relay customer feedback, troubleshoot issues, and improve service offerings.
- Training & Development: Develop and deliver training programs for the support team to ensure they are knowledgeable about the services & products and able to handle customer queries efficiently.
Requirements:
- 15+ years of experience in web development, production and support, with a minimum of 5 years in direct people management.
- Proven experience in a leadership role in customer support, preferably within a website based services and product environment.
- Strong understanding of CMS & website operations, troubleshooting, and support methodologies.
- Experience of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools.
- Experience building/supporting websites on any of the CMS platforms like Sitecore, Drupal, AEM, WordPress etc.
- Excellent communication and interpersonal skills, with the ability to manage customer relationships and handle stressful situations calmly and professionally.
- Familiarity with support tools and CRM systems like Wrike, Jira, etc.
- Strong analytical skills, with experience tracking and reporting on KPIs related to customer support.
- Problem-solving mindset, with the ability to quickly diagnose and resolve technical issues.
- Experience working cross-functionally with development, product, engineering, and sales teams.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Bachelor's degree in Technology, preferably Computer Science.
Estimated Salary: $120,000 - $150,000 per annum.
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