10.0 - 14.0 years

0 Lacs

karnataka

On-site

The ideal candidate for this role is someone who is passionate about providing personalized service and is enthusiastic about playing a pivotal role in expanding existing business and enhancing the lifetime value of customers. You should have a proven track record in building and scaling the support department for B2B enterprise SaaS organizations. A deep understanding of customer support strategies for both on-premises and cloud-deployed services is essential for this position. You will be responsible for managing and providing support services to Tookitakis on-premises and Cloud customers worldwide, including traditional banks and fintech companies. Leading an initial 7-member support team, you will ensure meeting SLAs for production incidents, quick response & resolution for service requests, and enhancing the net promoter score (NPS). Your responsibilities will include: - Leadership and Strategy: Leading the support team, setting strategic direction, and implementing support frameworks to ensure exceptional service delivery. - Process Development: Establishing robust support processes and frameworks to efficiently resolve client inquiries and issues. - Team Development: Recruiting, training, and mentoring a high-performing support team capable of delivering 24/7 support across different time zones. - Technical and Client Empathy: Demonstrating a strong technical understanding of products and showing empathy for client needs to provide knowledgeable and compassionate service. - Cross-functional Collaboration: Working closely with product, engineering, sales, and implementation teams to integrate support insights into product development and client onboarding processes. - Performance Metrics: Tracking key performance indicators like customer satisfaction, retention, resolution time, and net promoter score to assess the effectiveness of the support team. - Cost Management: Planning and managing the budget and resources of the support function efficiently. Key requirements for this role include: - Bachelor's degree in Computer Science, Information Technology, or a related field. - 10+ years of experience in customer support/service roles within B2B enterprise SaaS organizations, with at least 7 years in a leadership position. - Demonstrated ability to lead and scale support teams, with hands-on experience in process development and team management. - Strong technical acumen with expertise in Apache Spark. - Exceptional communication and interpersonal skills with a client-centric approach. - Experience in setting up and managing support services across different time zones. - Proven track record of improving customer satisfaction and support efficiency. - Familiarity with support software, ticketing systems, and CRM tools like Freshservice. - Preferred experience with AML, Fraud, or Cybersecurity software.,

Posted 1 week ago

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Study Advisor Undergraduate Admissions Converge

1.0 - 5.0 years

0 Lacs

maharashtra

On-site

As a Student Advisor at Collegepond, you will play a crucial role in assisting prospective undergraduates and their families in their journey of studying abroad. Your primary responsibilities will include conducting discovery calls, guiding students through application processes, and organizing educational workshops. With a focus on communication, initiative, client empathy, and continuous learning, you will be expected to excel in this dynamic and rewarding role. Your day-to-day tasks will involve engaging with students and parents, providing them with clear guidance on various application platforms such as Common App, UCAS, and more. Additionally, you will be responsible for preparing student profiles, coordinating events, tracking engagement metrics, and suggesting process improvements to enhance overall efficiency. To be successful in this role, you must possess exceptional communication skills, both written and spoken, along with the ability to translate complex guidelines into actionable steps. You should be a self-starter who can prioritize tasks effectively in a fast-paced environment. A learning mindset is essential, as you will be required to stay updated on admission policies, scholarship options, and testing trends. Ideally, you should hold a Bachelor's degree in any discipline and have 6-18 months of experience advising high school or gap-year students. Familiarity with platforms like Common App and UCAS, as well as a global application portal, will be advantageous. Moreover, your ability to empathize with clients, build trust, and engage with teenagers and parents will be critical to your success in this role. In return, Collegepond offers a competitive salary with performance bonuses, structured training on counseling aspects, and a collaborative culture that values innovation and data-driven decisions. Please note that only candidates currently residing in Mumbai will be considered for this position. If you are a motivated individual looking to grow into a full-fledged Counselor within 12-18 months, we encourage you to apply and be a part of our team at Collegepond. Visit our website at http://www.collegepond.com for more information.,

Posted 1 month ago

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