Team Leadership: Lead and inspire a diverse team of customer support professionals across various product lines and geographic regions to deliver exceptional service and support to our customers.
Strategy Development: Develop and implement strategic plans for customer support operations that align with the company's overall goals and objectives, taking into account the unique needs and challenges of different product lines and geographical markets encompassing all regions - India, APAC, Middle East, Europe and North America.
Performance Management: Establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of customer support operations. Monitor performance closely and implement initiatives to continuously improve service levels and customer satisfaction.
Cross-functional Collaboration: Work closely with other departments, including product development, sales, and marketing, to ensure alignment on customer needs and priorities. Collaborate on initiatives to enhance the overall customer experience and drive customer retention and loyalty.
Global Operations Management: Oversee customer support operations in various geographies globally, ensuring consistent service delivery and adherence to company standards and policies across all regions.
Resource Allocation: Optimize resource allocation and staffing levels to meet customer demand and support business growth objectives. Evaluate staffing requirements for different regions and product lines and make recommendations for hiring, training, and development.
Technology and Tools: Identify and implement appropriate technologies and tools to streamline customer support processes, enhance efficiency, and improve the overall customer experience. Stay abreast of industry trends and best practices in customer support technology.
Customer Advocacy: Serve as a vocal advocate for customers within the organization, championing their needs and driving initiatives to address customer feedback and concerns. Foster a customer-centric culture within the customer support team and across the organization.
Crisis Management: Develop and implement contingency plans and procedures for managing customer support during crisis situations or unexpected events, such as product recalls or service outages. Ensure the team is prepared to respond effectively and minimize impact on customers.
Continuous Improvement: Promote a culture of continuous improvement within the customer support organization, encouraging feedback, innovation, and learning opportunities for team members. Lead initiatives to streamline processes, reduce customer effort, and enhance service quality.
Budget Management: Develop and manage the annual budget for the customer support department, including forecasting expenses, allocating resources, and monitoring spending against budgetary targets. Ensure efficient and effective use of resources to achieve departmental goals and objectives.
Requirements:
15+ years in customer service leadership roles, with at least 3-5 years in a leadership role.
Extensive experience in a SaaS or technology environment supporting a global client base.
Record of driving continuous improvements in CSAT through support transformation
Hands-on experience with tools like Jira, Freshdesk, Zendesk etc.
Strong track record of leading, coaching, and developing managers
Outstanding communication, collaboration, and problem-solving abilities.
