Head of Customer Support – World Famous Startup!

Our Client – 1500+ people, 8+ offices, 10+ million customers, revenues over $250+ million and a group enterprise value of over $1.4 billion.

 

Experience

8+ years of experience building and leading teams that deliver exceptional customer experiences.

Qualification

  • Outstanding written and verbal communication skills.
  • Excellent interpersonal, organizational, leadership and mentoring ability.
  • Good negotiation and empathy skills with customer-oriented attitude.
  • Demonstrated ability to hire, promote and develop talent.
  • Flair for analysis and creating insightful reports.
  • Rigorous attention to detail.
  • Excellent analytical abilities to grasp the key points from complicated details.
  • Well-versed with the tools, concepts and methodologies of customer support management.
  • Demonstrable expertise in defining SLAs and building processes to ensure adherence.
  • Fundamental knowledge of internet technology and functionally applicable software to infer statistical data.

Responsibilities

  • Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
  • Review and improvise existing policies to scale up on existing quality standards
  • Recruit, train and build professional development plans for the customer facing team.
  • Monitoring team performance, productivity and service levels on an ongoing basis.
  • Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media channels.
  • Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up.
  • Review team and business performance statistics, determine and document areas that may need improvement.
  • Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience.
  • Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
  • Establish formal service level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards.
  • Track and review performance of the team on a consistent basis, conduct feedback sessions with team members.
  • Use data to inform all layers of our operating processes and strategic direction—such as the timing of customer touch points and how we ensure consistent customer outcomes
  • Work closely with sales to set up a process to manage our on website chat and ensure maximum lead conversion
  • Own our online support documentation and work with marketing and product to ensure it is updated
  • Work with PM, sales and other stakeholders to set up processes for priority support, phone support and define an escalation matrix
  • Plan initiatives to empower the support team to transition into a more solutioning function hence reducing dependency on Product Management

Job Location

Bangalore / Mumbai

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