WrkSpot | Customer Success-Help Desk Lead | bangalore
4 weeks ago
Location: Bangalore, India
WrkSpot is a technology company, reinventing hotel operations by seamlessly combining operations with labor management and compliance at the property level and across multiple properties, all in a single SaaS solution. We incorporate the latest technology, including IoT and AI, to evolve hotels into smart properties, enabling hotel owners, managers & management companies across the US to better connect, collaborate, and document across roles and teams, increasing efficiency, effectiveness, and visibility into what is really happening at their properties. For more information, visit .
The Role
WrkSpot needs a top-notch Customer Success lead-Help Desk lead (non-managerial) to develop and improve our service desk operations including managing a shift for US customer support tickets.
Establish and uphold high standards for customer service, ensuring timely and effective resolution of technical issues while maintaining clear communication with users.
Analyze team performance data to identify areas for improvement, implementing best practices and training programs to enhance service efficiency and user satisfaction.
You will serve as a liaison with our sales and product engineering teams and collaborate on operational goals. This is a key leadership role with high visibility.
Resolve customer issues, build and maintain strong relationships with the customer base in our tool Zendesk and Jira.
Identify product/feature opportunities based on customer input and collaborate with development, engineering and UX to advocate, prioritize, and represent the customer.
Manage on and regularly report on NPS metrics.
Support writing help desk articles.
Serve as the company SME on industry trends/practices and competitive landscape.
Build and manage your L1 and L2 team with a strong focus on engagement, collaboration and execution.
Experience We Require
10+ years in hands-on customer success, customer service, and/or technical support roles including supervisory experience within or supporting the hospitality arena.
Strong problem solving and communication skills; you must have a passion for fast and accurate resolution of customer issues, ensuring we adhere to SLAs.
Strong technical aptitude with experience supporting SaaS environments.
You will need to cultivate strong relationships with customers who rely on your support to stay operational, collaborate effectively with engineers for problem-solving, and engage with various teams within WrkSpot.
Experience in the ability to balance across multiple projects and different types of work.
Ability to communicate clearly & effectively, both in writing and verbally.
Patience under pressure required. You will be juggling multiple requests, working across teams and time zones, and managing customer expectations.
You will be blazing a trail in a startup environment. Flexibility and a can-do attitude are essential. An entrepreneurial attitude is a must
Experience with Jira and Zendesk recommended-you will use both daily in this role.
WrkSpot is an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression or status, age, veteran status, disability, or other applicable legally protected characteristics.
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bangalore, India WrkSpot Full timeJob Title: Customer Success-Help Desk Lead Location: Bangalore, India WrkSpot is a technology company, reinventing hotel operations by seamlessly combining operations with labor management and compliance at the property level and across multiple properties, all in a single SaaS solution. We incorporate the latest technology, including IoT and AI, to...
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bangalore, India WrkSpot Full timeJob Title: Customer Success-Help Desk Lead Location: Bangalore, IndiaWrkSpot is a technology company, reinventing hotel operations by seamlessly combining operations with labor management and compliance at the property level and across multiple properties, all in a single SaaS solution. We incorporate the latest technology, including IoT and AI, to evolve...
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