Associate Director - Enterprise Customer Support

Job Description

We started with India as our first operational market and have established a market leadership We are trusted by over 6 million Individuals 60000 tax professionals 1 million SMEs and 3000 large Enterprises in India We partner with large businesses and their entire vendordistributor network to provide fully integrated GST VAT solutions EInvoicing Accounts Payable and Receivable automation products We are also powering tax experts to maximize savings for their clients and to do compliance 3x faster With 99 9 uptime and scale that processes millions of documents in a few seconds we are able to process 400B worth of invoices annually on our platform ClearTax is one of the certified partners to the government in India and has direct API integrations with government infrastructure We have expanded in the Middle East region starting with Saudi Arabia and South East Asia starting with Malaysia as our initial international bet and we are deeply committed to invest in these markets Currently we have 500 large and mid size enterprise customers across these markets who use our SaaS platform Our plan is to expand to other countries working closely with Government bodies as they mandate einvoicing Our future expansion will be in other countries in GCC and Europe Given our rapid client acquisition engine we are building up a series of adjacent business software offerings for our network of businesses We plan to add supply chain financing payments and lending to our product portfolio About the roleIn this role you will lead our customer support initiatives across multiple channels for both India and international clients You will be responsible for managing support for all B2B customer segments including enterprise midmarket and small business clients Your mission will be to elevate the customer experience from good to great by leveraging automation and AI to improve service speed and quality Key roles and responsibilities Team Leadership Performance Management Own key metrics for customer support across CA SME Enterprise and International Business segments Transform the support team to resolve queries within 10 minutes aiming for 90 first contact resolution Implement and benchmark quality standards for resolutions to ensure excellence in service delivery Collaboration ProblemSolving Partner with the Engineering and Product teams to address customer issues on a priority basis and keep stakeholders informed Lead strategic initiatives to automate support processes moving towards chat support when applicable Foster a culture of empathy ensuring the teams communication reflects an understanding of customer needs Strategic Planning Execution Establish performance metrics and reporting frameworks to monitor individual and team success Set up and lead regular performance conversations to identify areas for improvement and develop training programs Design team structures and standard operating procedures SOPs that enhance overall customer service delivery Qualifications Master s degree from a Tier 1 institution MBA preferred Minimum of 5 years experience in B2B operations and support management preferably in a leadership role Proven track record in setting up and managing customer support processes within a fastpaced environment Familiarity with AI and automation tools to enhance customer service delivery Excellent verbal and written communication skills Ability to manage stakeholders at CXO and mid senior level Experience in managing multi geography portfolio of enterprise customers is preferredJoin UsIf you want to be a part of our growth story please send your resume