Location
Noida | India
Job description
The Customer Support Lead is expected to manage a team of 8-10 support agents with 2-4 years of experience. They are responsible for team management, operations management, and peer team coordination. The candidate should be a self-starter, a good collaborator, and must have a bias for action. They should be comfortable with ambiguity and the challenges within a growing startup. If this excites you, we want to talk to you!
Qualification: Key Responsibilities: Team Management:
- Conducting regular 1x1s with assigned support agents.
- Partnering with the manager/QA team for monthly performance reviews.
- Creating intervention and improvement plans for team members.
- Monitoring shift timing adherence, agent availability, and process adherence through the shift.
- Providing regular improvement feedback to assigned support agents.
- Monitoring training for new customer service team members and ensuring that training outcomes are met.
- Keep the team informed on company policies and procedure updates for dealing with customers.
Operations Management:
- Managing chat and call assignments equitably across the shift.
- Ensure proper hand-off of the conversation during breaks and shift-end.
- Monitoring customer escalations and coordinating with shift engineers for quick turnaround.
- Measuring agent performance by conducting regular audits to identify areas for improvement and make adjustments accordingly.
- Creating and sharing relevant reports with the management.
- Monitoring CSAT reporting to help improve the customer service experience over time.
- Brainstorming and implementing process improvements to increase efficiency in customer service operations.
Peer team coordination:
- Coordinating with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
Benefits and Perks: - Opportunity to work and collaborate with a truly global team spread across 6 countries.
- Routine hackathons and learning boot camps to promote knowledge sharing.
About SaaS Labs SaaS Labs is a global SaaS company powering Sales and Support teams of over 7000 growing businesses with its software ecosystem focused on automation, productivity, and collaboration. One of the fastest-growing companies in India, SaaS Labs is backed by leading investors such as Sequoia, Base10 Partners, and Eight Roads. Currently, their portfolio of products includes JustCall (Contact Center Software), Helpwise (Shared Inbox), Dialworks (Sales Readiness Platform), EasyCalendar (Scheduling Software), CallPage (Callback Automation), Atolia (Collaborative Workspace), and CallRoot (Call Tracking and Analytics).
SaaS Labs is a diverse international team of passionate problem solvers. With innovation, experimentation, and customer obsession at the heart of its ethos, the company has been honored with 30+ innovation awards including the coveted Deloitte Technology Fast 50 and FT High Growth Companies (Asia Pacific).
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