5.0 - 11.0 years

7 - 11 Lacs

hyderabad

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Overview The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support. Responsibilities Develop and grow a team of Support Engineers to deliver world class customer service. Manage team productivity and performance through instilling a metrics driven culture. Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team. Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance. Conduct quarterly reviews with iCIMS leadership. Demonstrate strategic thinking to plan and execute medium/long term initiatives. Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group. Foster and facilitate the professional growth, engagement, and development of team members. Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management. Drive continuous improvement in processes through innovation and automation and cutting-edge technology. Open to work in shifts and weekends. Qualifications 10+ years of experience in Support teams with at least 4+ year experience leading an operational team. Prior experience leading a client facing support team for international markets / SAAS Strong understanding of Customer Support metrics and SLAs Excellent verbal and written communication skills Excellent planning and organizational skills Strong presentation skills and ability to motivate teams. Knowledge of MS Excel and PowerPoint

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Director of Customer Support Screen Magic Mobile Media

12.0 - 19.0 years

35 - 60 Lacs

Pune

Work from Office

Job Overview: SMS Magic is a leading provider of messaging solutions for businesses. We help companies connect with their customers through SMS, WhatsApp, Facebook Messenger, and other popular messaging channels. We are looking for a highly motivated and experienced Head of Customer Support to lead our customer support team and ensure the delivery of excellent customer service to our clients. As the Head of Customer Support, you will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive the highest level of support and satisfaction. You will work closely with cross-functional teams, including sales, marketing, engineering, and product management to ensure that customer needs and concerns are effectively communicated and addressed Roles & responsibilities Develop and implement customer support strategies to ensure excellent customer satisfaction Lead, mentor, and manage the customer support team Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner Analyze customer feedback and implement improvements to our customer support processes and procedures Collaborate with cross-functional teams to identify and address customer needs and concerns Create and maintain a knowledge base of common customer issues and resolutions Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance Build and maintain relationships with clients and stakeholders Continuously improve customer support processes and methodologies Identify and pursue business development opportunities Provide leadership and guidance to the customer support team Evaluate customer support team performance and make recommendations for improvements Ensure customer support best practices are followed and documented What will qualify you for this role?: To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations. 12+ years of experience in customer support, with at least 5+ years in a leadership role Bachelor's degree in a related field, or equivalent experience Strong knowledge of customer support processes and methodologies Experience in leading and managing customer support teams Excellent communication and leadership skills Strong problem-solving and decision-making skills Proven track record of delivering excellent customer service and satisfaction Experience in building and maintaining client and stakeholder relationships Strong business acumen and ability to identify business development opportunities

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