10+ Years of experience with 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies
Exceptional communication and relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
A deeply operational mindset - you dive into specific tickets and have an ability to understand the core of any operational issue by having an understanding of the details.
Familiarity with software engineering and IT processes and tools
Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience - you are a customer advocate of the highest order
Can work remotely and open to work in US Shift
Responsibilities
Full operational management of L1 and L2 support agents with team leads reporting to you.
Create/Maintain customer support org to serve customers 24x5 and over weekends.
Define/Maintain right set of SLAs and work constantly to achieve customer success goals.
Define/maintain processes to install right technical/communication skill set in team members.
Define/Maintain SOPs/Solutions to increase the FR SLA.
Lean methods for maximum efficiency
Daily 'Pair Support' program assignments that drives us towards a state where every agent supports every product
Weekly progress driving customer success as measured by increased NPS scores
Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution
Cross Team interaction
Cross-functional rollouts of business wide programs to drive our customer's success
Participate in daily/weekly/monthly management meetings to present key hurdles/challenges/successes with core group.
Arrange regular training of new releases of products and make sure team is well equipped with guides & required materials
Interact with Sales team to clear hurdles in key deals or offer help wherever required to close the deals
Personal Goals
To Keep yourself up to date about Organization Goals, Challenges.
To keep yourself up to date about Product releases and dependent technology knowledge
Personally handle portfolio of key customers to make sure that support quality is at par.
Team Performance
Conduct regular training sessions for team yourself or through trainer to groom the team.
Plan quarterly person oriented activity calendars to give team chance learn things.
Create performance plan for team as per their skillset and guide them to define/achieve their career goals.
