Customer Support Senior Team Lead

2 weeks ago

Hyderabad, Telangana, India Wise Payments Full time ₹ 15,00,000 - ₹ 25,00,000 per year

The Customer Support Senior Team Lead (CS STL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.

Job description:

  • Understanding our values and acting based on them
  • Being responsible for continuously re-evaluating teams KPIs so they adequately reflect the current situation and progress
  • Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance
  • Maintaining and improving cross office / cross team relationships and processes.
  • Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how
  • Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided.
  • Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis
  • Representing the team in audits
  • Owner of the teams' travel and entertainment budget
  • Responsible for the teams' development, performance and efficiency
  • Actively participate in hiring

What we're looking for:

  • Based in our India office
  • Leadership Experience - 2 years in an external CS organisation
  • Prior experience working with Business Customers or Consumers.
  • Passion for customer experience, technology, leading people and teams;
  • Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects;
  • Willingness to dive into numbers to support process improvements,  prioritising, forecasting;
  • Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player;
  • Great cross team communication and listening skills;
  • Good product knowledge.

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