Associate Manager- Customer Support

Location

Nagpur | India

Job description

• We are looking for an experienced and dedicated Associate Manager to lead our Level 0 Website Support Team.
• This role is instrumental in providing high-quality client website support on our E-commerce platform.
• The ideal candidate should possess a deep understanding of website support responsibilities, be capable of managing a team, and demonstrate the ability to handle stakeholders and clients while ensuring adherence to defined KRA/KPIs and SLAs.
• Additionally, the Associate Manager will play a crucial role in building and refining processes for the team.
  

Requirements

Key Responsibilities:

1. Team Leadership:

   • Manage and lead the Level 0 Website Support Team, providing guidance, support, and mentorship to team members.
     
   • Define team goals, track performance, and foster a collaborative, high-performance work environment.

2. Client and Stakeholder Management:

   • Serve as a key point of contact for clients and stakeholders, ensuring their needs are understood and addressed promptly and professionally.
     
   • Build and maintain strong client relationships and ensure their satisfaction with our support services.

3. Website Support and Issue Resolution:

   • Oversee Level 0 support requests from clients, which may include addressing issues related to website functionality, navigation, and content management.
     
   • Collaborate with Level 1 and Level 2 support teams to ensure complex issues are resolved effectively.

4. KRA/KPI and SLA Management:

   • Define key result areas (KRAs) and key performance indicators (KPIs) for the Level 0 Website Support Team. Monitor and drive performance to achieve these metrics.
     
   • Maintain and enforce defined service level agreements (SLAs) to ensure timely issue resolution and client satisfaction.

5. Process Development and Improvement:

   • Develop and refine processes and workflows for the Level 0 support team to enhance efficiency and the quality of support services.
     
   • Continually seek opportunities for process improvement and implement best practices.

6. Training and Development:

   • Provide training and mentorship to team members to ensure they have the skills and knowledge needed to deliver top-tier support.

7. Documentation and Knowledge Sharing:

   • Maintain records of support interactions, frequently encountered issues, and best practices. Share knowledge with the team to improve support quality.

8. Client Feedback Integration:

   • Gather, document, and analyze client feedback and insights. Relay this information to relevant teams for product improvement and enhancements.

Qualifications:

• Bachelors degree in business, information technology, or a related field.
  
• Proven experience in client website support roles, with previous experience in leadership or management positions.
  
• Strong leadership, interpersonal, and communication skills.
  
• Deep understanding of website support responsibilities, KRAs, KPIs, and SLAs.
  
• Excellent problem-solving abilities and the capacity to manage stakeholders and clients effectively.
  
• Attention to detail and a commitment to ensuring client satisfaction.
  
• Familiarity with E-commerce and web content management systems is advantageous.

Job tags

Salary