Job Description

Strategic Leadership: Define and execute a scalable customer support strategy aligned with company goals. Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently. Team Management: Scale and lead a high-performing support team across various channels. Drive recruitment, onboarding, training, and development of the support team. Foster a culture of excellence, collaboration, and continuous improvement. Process Optimization: Design and implement robust support workflows, tools, and technologies to enhance productivity. Ensure adherence to SLA metrics like response times and resolution rates. Customer Experience: Monitor and improve customer satisfaction (CSAT) scores and other KPIs. Develop feedback loops to translate customer insights into actionable improvements. Performance Analysis: Track, analyze, and report support team performance metrics to stakeholders. Benchmark against industry standards and continuously iterate for efficiency. Collaboration: Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points. Participate in strategic initiatives to enhance product and service offerings. Ideal Candidate Profile: Experience: 7+ years in customer support leadership roles, preferably in SaaS or software companies. Proven track record of scaling support teams and processes for high-volume operations. Education: Bachelor s degree in Engineering is a must. MBA or equivalent advanced degree is highly preferred. Skills: Strong understanding of customer support metrics and best practices. Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom). Exceptional communication, leadership, and analytical skills. Attributes: Customer-focused mindset with a passion for delivering exceptional experiences. Strategic thinker with the ability to translate goals into actionable plans. Proficient in managing cross-functional teams and driving collaborative outcomes.