Manager, Customer Support
Location
Bangalore | India
Job description
Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Position Overview: Are you an experienced customer support leader ready to take on a role where you can shape the success of our customer support team Join us as a Manager of Customer Support and play a pivotal role in our Customer Value Delivery organization. This is an opportunity to lead, inspire, and drive growth while supporting clients from diverse backgrounds and industries.
Your Challenge: Your challenge is to lead, train, nurture, and grow a support team of Customer Support Representatives across a range of experiences and background. Your journey will involve:
- Leadership and Mentorship:
- Lead and inspire a team of Customer Support Representatives, guiding them to excel in their roles and nurturing their career growth.
- Be the driving force behind a collaborative and thriving work environment.
- Team Expansion and Growth:
- Drive the expansion of your team by participating in the recruitment, onboarding, and training of new team members.
- Shape the team's growth and capabilities to meet evolving customer needs.
- Cross-Industry Expertise:
- Understand and support the nuances and processes necessary to cater to clients from diverse industries and needs.
- Adapt strategies to accommodate varying levels of technical abilities and the support of multiple products from within our portfolio.
- Administrative Excellence:
- Assist your team with administrative responsibilities, such as monitoring performance, reporting, and managing escalations.
- Ensure the team's efficiency and effectiveness in delivering rapid assistance to client inquiries.
- Technical Guidance:
- Leverage your technical expertise to provide guidance and solutions for challenging software-related issues.
- Collaborate with your team to ensure clients receive expert assistance.
- Customer-Centric Approach:
- Instill a customer-centric approach within your team, fostering professional and empathetic communication with clients.
- Ensure their needs are met effectively, leaving a lasting positive impression.
Qualifications: - 4+ years of experience managing and building customer support teams, with a proven track record of excellence in leadership.
- Demonstrated proficiency in administrative tasks, reporting, and team management.
- Excellent communication skills in English, both written and spoken.
- Strong technical expertise and the ability to quickly grasp new software and technologies.
- Prior experience in managing teams catering to various industries and technical proficiencies is highly beneficial.
- A passion for delivering exceptional customer service and problem-solving.
Job tags
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