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Job Responsibilities:
- Leading teams of 24×7 customer support operations that ensure high customer satisfaction and also ensure meeting billings targets.
- Providing leadership and direction including recruiting, hiring, goals setting, resource allocation, utilization, performance management, professional development, coaching, inspiring, career pathing, succession planning and organization effectiveness.
- Owning escalations from customers and ensuring that their concerns are well addressed and if warranted, represented to different areas/levels of business.
- Identifying, setting, and executing key initiatives and programs that will drive results based on the overall strategic objectives of the business.
- Driving efficiencies within Customer Support processes to create smarter ways of working.
- Communicating, presenting, and collaborating with different stakeholders including but not limited to the leadership team, Product Support group, Engineering, etc.
- Handling a team of phone, chat support reps who will handle customer enquiries and generate billings target of $25000/- per month per person.
Skills Required:
- Bachelor’s degree or equivalent in information technology, business management or engineering. MBA is a plus.
- Minimum of 10 years in Leadership experience with strong background in leading teams and proven ability in developing front line managers and teams that support chat support and sales.
- Industry experience for a global, high-tech environment with at least 10 years of experience in a customer support position.
- Strong operational discipline to run and improve the day-to-day operations seamlessly with great focus on metrics, SLA and KPI delivery.
- Excellent written and verbal communication skills across all levels.