Senior Manager - Customer Support | SaaS | Hyderabad - WFH
?? - Head the entire Customer Support Operations for our client
?? - Work along with a SaaS startup currently in their hyperscale mode
About Our Client
As a leader in the OCR space, this company is startup that uses artificial intelligence to drive business innovation.
Job Description
?? Own the Support Framework
?? Lead and motivate the Customer Support team to deliver excellent customer service.
?? Develop and implement customer service policies and standards for the department.
?? Ensure that support processes and solutions are designed with the customer's best interests in mind, focusing on long-term resolution and customer success.
?? Manage and maintain customer relationships by addressing their needs promptly.
?? Handle complex and escalated customer service issues.
?? Analyze customer service data to drive improvement measures.
?? Work closely with other departments to ensure a consistent and high-quality customer experience.
?? Provide regular reports to the management on the team's performance and customer feedback.
?? Stay updated with the latest industry trends and emerging customer service strategies.
The Successful Applicant
A successful 'Senior Manager - Customer Support' should have:
?? 8+ years of overall experience in a customer service role within the SaaS space.
?? Base Location - Hyderabad (WFH)
?? Bachelor's degree in Computer Science, Information Technology, or a related field.
?? A minimum of 7-10 years of experience in technical support, with at least 3 years in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred.
What's on Offer
The opportunity to be a part of a forward-thinking company in the SaaS space, leading a dynamic team and driving customer service excellence.
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