Partner Support Team Lead

24 hours ago

Noida, Uttar Pradesh, India Ansira Full time US$ 90,000 - US$ 1,20,000 per year

The Partner Support team is responsible for overseeing Brandmuscle's support efforts for clients looking for assistance while using our software. The support team offers phone, email, and chat channels for our clients to contact us. The support team is responsible to achieve and exceed acceptable service levels for all channels.

Team Leader, Partner Support is responsible for the overall success of a company's Partner Support team. They may be required to work directly with corporate stakeholders and individual franchisees and dealers, with a passion for effective, results-oriented support. This position will also provide on-site coaching and training to team members and work collaboratively with other internal departments within the company to effectively communicate and train program/product/policy updates to the support team members.

Responsibilities

  • Providing day-to-day leadership to Brandmuscle's Partner Support team, helping to ensure that all support service level metrics are being achieved
  • Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients
  • Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle's local marketing services
  • Working with cross-functional team members to drive business targets and deliver on shared team goals
  • Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement)
  • Presenting a training program and defined career path
  • Respond to customer inquiries (incoming calls, chats and emails), resolve problems, and provide a positive customer experience
  • Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives
  • Team management: Hire, train, and supervise customer support representatives
  • Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management
  • Quality assurance: Develop/Review quality control processes, review interactions and provide feedback to improve service delivery
  • Training: Provide training and upskilling opportunities for team members

Requirements

  • Bachelor's degree required
  • Familiarity with a variety of approaches to provide customer service through email, chat, and inbound/outbound calls
  • Superior communication skills, both verbal and written
  • Detail- and client service-oriented
  • Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook)
  • Excellent organizational skills
  • Ability to manage escalation path
  • Willingness to work in 24 * 7 work environment
  • Willingness to work on weekends with scheduled week offs as per business requirement

Desired Experience

  • Minimum of (3) years of experience in leading customer support teams

Experience with Zendesk, Salesforce, Workforce Management recommended

  • Technical Support Team Lead

    3 weeks ago

    Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time

    JD: Technical Support Team Lead (Cloud Hosting) Location: Noida Team Size: 15+ (L1/L2) Reports to: Head of Support (or CTO) Shifts: Rotational, on-call for P1s Experience- 5 years in customer support 3 year in Team lead Role Summary Own day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You'll lead a 15+...

  • Technical Support Team Lead

    3 weeks ago

    Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time

    JD: Technical Support Team Lead (Cloud Hosting) Location:  Noida   Team Size:  15+ (L1/L2)   Reports to:  Head of Support (or CTO)   Shifts:  Rotational, on-call for P1s Experience - 5 years in customer support 3 year in Team lead Role Summary Own day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS...

  • Technical Support Team Lead

    2 days ago

    Noida, Uttar Pradesh, India Comhard Technologies Pvt Ltd Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    JD: Technical Support Team Lead (Cloud Hosting)Location: NoidaTeam Size: 15+ (L1/L2)Reports to: Head of Support (or CTO)Shifts: Rotational, on-call for P1sExperience- 5 years in customer support 3 year in Team leadRole SummaryOwn day-to-day technical operations of our customer support desk for CoCloud/Comsky and VPS offerings. You'll lead a 15+ member...

  • Manager - Partner Support

    2 days ago

    Noida, Uttar Pradesh, India Ansira Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    The Partner Support team is responsible for overseeing Brandmuscle's support efforts for clients looking for assistance while using our software. The support team offers phone, email, and chat channels for our clients to contact us. The support team is responsible to achieve and exceed acceptable service levels for all channels.Manager, Partner Support is...

  • Team Lead

    4 weeks ago

    Noida, Uttar Pradesh, India Amazon Full time

    DESCRIPTIONAt Amazon we re working to be the most customer-centric company on earth To get there we need exceptionally talented bright and driven people Amazon is seeking Team leads for our transportation team Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customersWe re...

  • Network Team Lead

    1 day ago

    Noida, Uttar Pradesh, India Prakhar Software Solutions Ltd. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Lead a team of Offshore Network engineers to provide 24x7 network support globallyInteract with developers and implementers of new applications to better understand enterprise impact of new traffic streamsUnder general supervision, plans, conducts and establishes a technical vision for assignmentsProvide support for the full life cycle management of network...

  • Team Lead

    2 weeks ago

    Noida, Uttar Pradesh, India MyOperator Full time ₹ 4,20,000 - ₹ 7,80,000 per year

    Team Lead-Customer SupportAbout MyOperator:MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp...

  • Applications Support Engineer

    3 weeks ago

    Noida, Uttar Pradesh, India Strategic Talent Partner Full time

    Job Description :We are seeking a skilled Senior Application Support Engineer to join our team and ensure the smooth deployment, operation, and support of business-critical applications. This role involves managing application and database deployments, resolving production incidents, improving system stability, and collaborating with cross-functional teams....

  • Sourcing Support Lead

    3 weeks ago

    Noida, Uttar Pradesh, India Capgemini Full time

    Job DescriptionChoosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of...

  • Team Lead

    3 weeks ago

    Noida, Uttar Pradesh, India Infopro Learning Full time

    Job Title Team Lead Assistant Manager - Operations Role Type Full-time Employee Location Onsite in Noida India Department Operations Position Overview We are seeking a proactive and detail-oriented Assistant Manager - Operations to support the day-to-day functioning of the operations team This role will play a key part in financial tracking and...