Customer Support Lead

Company Description

TEBillion provides technology-driven solutions that optimize business processes through automation, digitization, and integration. TEB Apps, our business automation and Customer Relationship Management (CRM) software, is designed to boost conversion rates, accelerate growth, and enhance revenue.

Role Description

This is a full-time, on-site role for a Customer Support Lead located in Dubai. The Customer Support Lead will manage day-to-day customer support activities, ensure high levels of customer satisfaction, provide technical support, and analyze support processes to improve efficiency.

Desired Profile Required:

6+ years of experience in Customer Account Management and Growth, Service and support.

Should have excellent written and verbal communication, interpersonal and negotiation skills.

Understanding about ERP/CRM software products, Saas, Cloud software is important.

In depth knowledge and experience of Software Implementation /demonstration and training to the end users.

Expert in handling customer queries, complaints, Wishlist.

Strong team player, customer focussed and logical thinker.

Key Roles & Responsibilities:

New Customer onboarding, training and Go live.

Growing Renewal/Retention, upselling and cross selling.

Reduce customer churn with excellent customer management and support.

Key point of contact for Sales and Customers during Onboarding and renewals process.

Ensure desired outcomes are achieved for the customers and ensuring customer delight.

Provide feedback and insights from customers to Management and other teams for improvements and increasing efficiency and productivity.

Revenue generation through renewals, up sells, and cross sells and identifying new market areas.

Must be excellent trouble shooter and comfortable in basic coding and resolving issues independently or with team as may be required.

Track & monitor customer status, progress and growth.

Create and share educational resources, training, Product demos and best practices.

Having experience 4 years in account management and customer support primarily in SaaS products or services.

Knowing the product in and out is crucial & Technical skills are important, as manager should know how to persuade customers to adopt new technologies or adjust the tool to their needs.

Should be able to lead and coordinate with a team of Technical Support executives.

Must be a go-getter and enthusiastic in working in start-up, driven and results oriented Culture.