Role : Functional Support Manager Location: Haldia, Kolkata, West Bengal Required Academics: Bachelor’s degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred Experience : 6 + years of experience in customer support or related roles, Key Responsibilities: 1. Execution Leadership: ● Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention. ● Execute strategies to improve service delivery and resolution timelines. ● Ensure support activities are in line with broader business goals. 2. Client Engagement: ● Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery. ● Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements. ● Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests. ● Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency. ● Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization. ● Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies. 3. Team Collaboration & Management: ● Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively. ● Allocate resources efficiently across the Customer Support Teams to meet project demands. ● Develop backup plans for each customer support team member to ensure seamless support continuity for customers ● Implement Rewards & Recognition to boost the employee performance & recognition 4. Performance Metrics: ● Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals. ● Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers ● Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines. ● Analyse and drive innovative strategies to continuously improve CSAT and NPS score. 5. Process Improvement & Technology Adoption: ● Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ● Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach. ● Identify potential risks in support engagements and develop mitigation plans. ● Implement & utilize technology tools, to effectively meet the needs of both the team and customers Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., 6. Cross-Functional Collaboration & Reporting : ● Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ● Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled. ● Provide regular updates and metrics to management. ● Ensure compliance with data privacy and security. 7. Training & Development: ● Participate in regular training programs & Implement learnings to enhance self & team members’ skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams ● Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling. ● Participate in initiatives for training and knowledge sharing to reduce ticket volumes. Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements. 8. Technical Understanding / Skills required ● In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement. ● Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ● Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals. ● Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust. ● Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization. ● Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization. ● Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives. ● Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively. ● Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes. ● Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence. ● Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings. ● Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support Send your CV to kavan.bm@caliperbusiness.com stating subject ‘Applying for the post of Functional Support Manager’
Role : Functional Support Manager Location: Haldia, Kolkata, West Bengal Required Academics: Bachelors degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred Experience : 6 + years of experience in customer support or related roles, Key Responsibilities: 1.Execution Leadership: ?Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention. ?Execute strategies to improve service delivery and resolution timelines. ?Ensure support activities are in line with broader business goals. 2.Client Engagement: ?Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery. ?Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements. ?Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests. ?Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency. ?Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization. ? Data Privacy & Security: Ensure adherence to the company&aposs and client&aposs data privacy and security policies. 3. Team Collaboration & Management: ?Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively. ?Allocate resources efficiently across the Customer Support Teams to meet project demands. ?Develop backup plans for each customer support team member to ensure seamless support continuity for customers ?Implement Rewards & Recognition to boost the employee performance & recognition 4. Performance Metrics: ?Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals. ?Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers ?Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines. ?Analyse and drive innovative strategies to continuously improve CSAT and NPS score. 5. Process Improvement & Technology Adoption: ?Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ?Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach. ?Identify potential risks in support engagements and develop mitigation plans. ?Implement & utilizetechnology tools, to effectively meet the needs of both the team and customers Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., 6. Cross-Functional Collaboration & Reporting : ?Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ?Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled. ?Provide regular updates and metrics to management. ?Ensure compliance with data privacy and security. 7. Training & Development: ?Participate in regular training programs& Implement learnings to enhance self & team members skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams ?Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling. ?Participate in initiatives for training and knowledge sharing to reduce ticket volumes. Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements. 8. Technical Understanding / Skills required ? In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement. ? Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ? Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals. ? Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust. ? Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization. ? Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization. ? Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives. ? Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively. ? Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes. ? Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence. ? Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings. ? Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support Send your CV to [HIDDEN TEXT] stating subject Applying for the post of Functional Support Manager Show more Show less
Role Overview: As a Functional Support Manager at SCLEN.ai in Haldia, Kolkata, West Bengal, your role will involve defining and implementing comprehensive customer support strategies to enhance customer satisfaction and retention across SCLEN.ai platforms. You will be responsible for client engagement, team collaboration, performance metrics monitoring, process improvement, technology adoption, cross-functional collaboration, training and development, and utilizing your technical understanding and skills to drive operational excellence. Key Responsibilities: - Execution Leadership: - Define and drive the implementation of customer support strategies to enhance customer satisfaction. - Improve service delivery and resolution timelines. - Ensure support activities align with broader business goals. - Client Engagement: - Act as the primary point of contact for key clients, addressing their business challenges. - Advocate for customer needs within the organization. - Track and enhance customer satisfaction scores and service levels. - Team Collaboration & Management: - Lead, mentor, and manage the customer support team. - Allocate resources efficiently and develop backup plans for seamless support continuity. - Implement rewards and recognition to boost employee performance. - Performance Metrics: - Monitor KPIs and metrics to assess team performance and operational efficiency. - Ensure adherence to timelines and SLAs. - Drive strategies to improve CSAT and NPS scores. - Process Improvement & Technology Adoption: - Identify areas for process improvement and implement best practices. - Utilize technology tools to meet the team and customers" needs. - Stay updated on emerging technology tools. - Cross-Functional Collaboration & Reporting: - Prepare and present reports on customer support performance to senior leadership. - Collaborate with cross-functional teams to resolve escalations and process gaps. - Provide regular updates and metrics to management. - Training & Development: - Participate in training programs to enhance skills. - Drive initiatives for knowledge base and reduction in ticket volumes. - Oversee the creation and continuous improvement of user manuals and SOPs. Qualification Required: - Bachelor's degree in Business Administration, Commerce, or related fields with a supply chain specialization. Master's degree preferred. - 6+ years of experience in customer support or related roles. - In-depth customer support expertise with a strong understanding of CRM software and ticketing systems. - Proven track record in enhancing customer satisfaction and elevating team performance. - Team leadership skills, exceptional communication, interpersonal skills, analytical abilities, proficiency in MS Office Suite, adaptability, integrity, proactive leadership, and supply chain knowledge with SaaS experience. You can apply for the post of Functional Support Manager by sending your CV to kavan.bm@caliperbusiness.com.,
Role : Functional Support Manager Location: Haldia, Kolkata, West Bengal Required Academics: Bachelor’s degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred Experience : 6+ years of experience in customer support or related roles, Key Responsibilities: 1. Execution Leadership: ● Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention. ● Execute strategies to improve service delivery and resolution timelines. ● Ensure support activities are in line with broader business goals. 2. Client Engagement: ● Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery. ● Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements. ● Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests. ● Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency. ● Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization. ● Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies. 3. Team Collaboration & Management: ● Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively. ● Allocate resources efficiently across the Customer Support Teams to meet project demands. ● Develop backup plans for each customer support team member to ensure seamless support continuity for customers ● Implement Rewards & Recognition to boost the employee performance & recognition 4. Performance Metrics: ● Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals. ● Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers ● Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines. ● Analyse and drive innovative strategies to continuously improve CSAT and NPS score. 5. Process Improvement & Technology Adoption: ● Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ● Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach. ● Identify potential risks in support engagements and develop mitigation plans. ● Implement & utilize technology tools, to effectively meet the needs of both the team and customers Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., 6. Cross-Functional Collaboration & Reporting : ● Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ● Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled. ● Provide regular updates and metrics to management. ● Ensure compliance with data privacy and security. 7. Training & Development: ● Participate in regular training programs & Implement learnings to enhance self & team members’ skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams ● Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling. ● Participate in initiatives for training and knowledge sharing to reduce ticket volumes. Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements. 8. Technical Understanding / Skills required ● In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement. ● Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ● Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals. ● Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust. ● Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization. ● Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization. ● Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives. ● Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively. ● Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes. ● Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence. ● Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings. ● Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support Send your CV to kavan.bm@caliperbusiness.com stating subject ‘Applying for the post of Functional Support Manager’
Role : Functional Support Manager Location: Haldia, Kolkata, West Bengal Required Academics: Bachelor's degree in Business Administration, Commerce, or a related fields with Supply chain specialization. Master Degree preferred Experience : 6+ years of experience in customer support or related roles, Key Responsibilities: 1.Execution Leadership: ?Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.ai platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention. ?Execute strategies to improve service delivery and resolution timelines. ?Ensure support activities are in line with broader business goals. 2.Client Engagement: ?Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery. ?Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements. ?Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests. ?Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency. ?Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization. ? Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies. 3. Team Collaboration & Management: ?Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively. ?Allocate resources efficiently across the Customer Support Teams to meet project demands. ?Develop backup plans for each customer support team member to ensure seamless support continuity for customers ?Implement Rewards & Recognition to boost the employee performance & recognition 4. Performance Metrics: ?Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals. ?Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers ?Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines. ?Analyse and drive innovative strategies to continuously improve CSAT and NPS score. 5. Process Improvement & Technology Adoption: ?Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ?Spearhead initiatives aimed at optimizing internal processes to enhance customer satisfaction through proactive and preventive approach. ?Identify potential risks in support engagements and develop mitigation plans. ?Implement & utilizetechnology tools, to effectively meet the needs of both the team and customers Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., 6. Cross-Functional Collaboration & Reporting : ?Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ?Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled. ?Provide regular updates and metrics to management. ?Ensure compliance with data privacy and security. 7. Training & Development: ?Participate in regular training programs& Implement learnings to enhance self & team members skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams ?Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling. ?Participate in initiatives for training and knowledge sharing to reduce ticket volumes. Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements. 8. Technical Understanding / Skills required ? In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement. ? Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ? Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals. ? Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust. ? Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization. ? Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization. ? Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives. ? Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively. ? Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes. ? Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence. ? Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings. ? Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support Send your CV to [HIDDEN TEXT] stating subject Applying for the post of Functional Support Manager
Job Title: Associate Product Analyst – AI driven Product Development Experience: 0–2 years Location: Bangalore About the Role We are seeking Associate Product Analysts who can leverage AI-driven methods to accelerate product design, documentation, and development. The role involves using structured reasoning and AI-assisted approaches to conceptualize, validate, and optimize product features, enabling smarter and faster product delivery. Key Responsibilities Apply AI-driven techniques to generate, refine, and validate product requirements and workflows. Prepare BRDs, PRDs, process flows, and FAQs with structured documentation practices. Develop feature outlines, user journeys, and mock-up briefs aligned with product goals. Identify opportunities to enhance efficiency, consistency, and automation across product stages. Maintain prompt frameworks and reusable templates for documentation and analysis. Collaborate with development, QA, and design teams to ensure requirement clarity and product alignment. Stay updated on AI trends, frameworks, and methodologies relevant to product management. Requirements Bachelor’s or Master’s degree in Engineering, Computer Science, Business Administration, Management, or related fields including MBA, BBM, BCA, and MCA. 0–2 years of experience in product, business analysis, or AI assisted roles. Strong understanding of product lifecycle, workflows, and documentation standards. Excellent analytical and written communication skills. Passion for learning and applying AI to real world product development. Good to Have Exposure to SaaS products, procurement, or logistics domains. Experience with vibe coding - experimenting and building ideas using AI assisted tools such as: Replit, Floot, GitHub Copilot, Cursor, Notion AI, or Claude. Understanding of data flow, APIs, or test logic. Ability to translate business requirements into structured product deliverables. Send your CV to kavan.bm@caliperbusiness.com
Job Title: Frontend Developer SDE II Location: Bengaluru, Karnataka Required Academics: Bachelors, Masters Experience: 3-5 years Work from Office: 5 days Senior Front End Developer (SDE-II) at Caliper is responsible for designing and building the front-end architecture of web applications. Further, will work closely with product managers, designers, and backend engineers to deliver high-quality, performant, and visually appealing user experiences. This role requires a deep understanding of front-end technologies, attention to detail, and a passion for improving user interfaces. Key Responsibilities: 1. Front-End Development: ● Develop, test, and deploy front-end components using modern JavaScript frameworks like React, Vue, or Angular. ● Ensure code is modular, maintainable, and efficient while following industry best practices. 2. UI/UX Implementation: ● Translate UI/UX designs into responsive and interactive web pages. ● Work closely with designers to ensure pixel-perfect implementation of design specifications. 3. Performance Optimization: ● Optimize the front-end for maximum speed and scalability, improving page load times and performance. ● Diagnose performance bottlenecks and implement optimizations (e.g., lazy loading, code-splitting, etc.). 4. Collaboration & Teamwork: ● Collaborate with backend engineers to integrate APIs and ensure smooth data flow between the frontend and backend. ● Participate in Agile development processes (e.g., sprint planning, daily standups, retrospectives). 5. Code Review & Best Practices: ● Conduct peer code reviews to ensure quality and adherence to coding standards. ● Help implement and maintain best practices in front-end development, including testing, continuous integration (CI), and continuous delivery (CD). 6. Testing: ● Write and maintain unit tests and end-to-end tests for front-end code using frameworks like Jest, Mocha, or Cypress. ● Ensure front-end applications work across different browsers and devices through cross-browser testing. 7. Continuous Learning & Improvement: ● Stay up-to-date with the latest front-end technologies, frameworks, and best practices. ● Suggest and adopt new tools and techniques that improve development efficiency and user experience. 8. Accessibility & Usability: ● Ensure that all user interfaces are accessible to a wide range of users by following accessibility guidelines (e.g., WCAG standards). Advocate for usability and accessibility improvements throughout the product development lifecycle. 9. Advanced proficiency in JavaScript , HTML5 , and CSS3 . 10. Deep expertise in one or more modern front-end frameworks/libraries such as React . 11. Strong understanding of front-end architectural patterns, component-driven development, and design principles. 12. Experience with responsive design , cross-browser development , and performance optimization . 13. Experience with Typescript and front-end state management libraries (e.g., Redux ). 14. Expertise in CSS pre-processors (e.g., Sass , Less ) and CSS-in-JS techniques (e.g., Styled Components , Emotion ). 15. Familiarity with server-side rendering (e.g., Next.js ) and progressive web apps (PWAs) . 16. Knowledge of RESTful APIs , GraphQL , and WebSockets . 17. Experience with CI/CD pipelines , and containerization (e.g., Docker ). 18. Experience with web performance monitoring tools (e.g., Lighthouse , Web Vitals )
As a Functional Support Manager at SCLEN.ai, your role is crucial in ensuring customer satisfaction and retention through effective customer support strategies. Here is a breakdown of your key responsibilities: - **Execution Leadership:** - Define and implement customer support strategies aligned with organizational goals. - Improve service delivery and resolution timelines. - Ensure support activities contribute to broader business objectives. - **Client Engagement:** - Act as the primary contact for key clients, addressing their challenges and ensuring successful solution delivery. - Advocate for customer needs within the organization and drive product/service improvements based on feedback. - Monitor and enhance CSAT and NPS scores, improve service levels, and build a knowledge base for common ticketing requests. - **Team Collaboration & Management:** - Lead, mentor, and manage the customer support team to foster a collaborative culture. - Allocate resources efficiently and develop backup plans for seamless support continuity. - Implement rewards and recognition programs to boost employee performance. - **Performance Metrics:** - Monitor KPIs and metrics to assess team performance, customer satisfaction, and operational efficiency. - Ensure adherence to timelines and service level agreements with customers. - Drive strategies to continuously improve CSAT and NPS scores. - **Process Improvement & Technology Adoption:** - Identify areas for process improvement and implement best practices. - Utilize technology tools to meet team and customer needs effectively. - Stay updated on emerging technology tools for enhanced support. - **Cross-Functional Collaboration & Reporting:** - Prepare comprehensive reports on customer support performance for senior leadership. - Collaborate with cross-functional teams to resolve escalations and process gaps. - Provide regular updates and metrics to management. - **Training & Development:** - Participate in training programs to enhance skills for exceptional support delivery. - Drive initiatives for knowledge sharing and reduction of ticket volumes. - Oversee the creation and improvement of user manuals and SOPs for customers. In addition to the responsibilities outlined above, you will need to have: - In-depth customer support expertise, including CRM software and ticketing systems. - Proven track record in enhancing customer satisfaction and team performance. - Strong leadership, communication, interpersonal, analytical, and problem-solving skills. - Proficiency in MS Office Suite for data analysis and visualization. - Adaptability in fast-paced environments and high ethical standards. - Autonomous work capability and supply chain knowledge with SaaS experience. If you are looking to join a dynamic team and contribute to the success of SCLEN.ai, please send your CV to kavan.bm@caliperbusiness.com with the subject "Applying for the post of Functional Support Manager".,
Title: QA Automation and Manual Tester Location: Bengaluru (Kasturinagar) Work Mode: 5 days (On-Site) CTC: Upto 5 LPA Send your CV to kavan.bm@caliperbusiness.com We are looking for Quality Analyst support in planning and executing Manual & Automation tests, ensuring thorough test documentation, and guiding Associate Testers. Further, focus on defect tracking, regression testing, and collaborating with stakeholders to ensure high-quality deliverables. Key Responsibilities: Assist the Lead Manual & Automation Tester in planning and estimating manual testing efforts. Review and analyze requirements to provide feedback on test cases and coverage. Maintain detailed test documentation and ensure all test cases are up to date. Log and track defects with detailed steps for replication and resolution. Ensure and follow established quality assurance processes and standards. Ensure and follow adherence to testing protocols and compliance requirements. Contribute to the development and maintenance of testing documentation. Execute automation & manual test scripts and analyze results for any issues. Perform regression testing to verify bug fixes. Support integration of manual test cases into the CI/CD pipeline. Suggest process improvements to enhance the efficiency of manual testing. Stay updated on best practices and tools for automation & manual testing. Work with development and product teams to ensure clear understanding of test requirements. Contribute to daily standups and sprint planning sessions. · Provide regular updates to management and other relevant stakeholders on testing progress and risks. Provide guidance and mentorship to Associate Manual Testers on testing best practices. Manage user acceptance testing (UAT) and gather feedback from users. Provide feedback and plan action items on test coverage and overall test strategy. Knowledge of various testing methodologies (black-box, white-box, functional, regression, etc.). Familiarity with bug-tracking tools like Jira, Bugzilla, or Trello. Knowledge of the software development lifecycle (SDLC) and Agile methodologies. Supply Chain Understanding Develop and maintain automated test scripts. · Perform thorough regression testing after bug resolution. · Track bugs from Unit Testing (UT) to Final Acceptance Testing (FAT) - report and document defects, issues, and test results; and ensure timely defect resolution. · Perform root cause analysis and provide actionable insights for defect resolution. · Regularly update test cases based on functional changes. · Ensure and follow established quality assurance processes and standards. · Ensure and follow adherence to testing protocols and compliance requirements. · Work closely with developers, product managers, and other stakeholders. · Provide feedback and plan action items on test coverage and overall test strategy. Experience with automated testing tools like Selenium, Appium. Exposure to API testing (Postman, Swagger, etc.) is advantageous.
Role: Functional Support Manager Location: Bengaluru Work Mode: On-Site (6 days working) CTC: 9.5-12 LPA Experience: 8+ years Key Responsibilities: Execution Leadership: ● Define and drive the implementation of comprehensive customer support strategies that align with organizational goals across SCLEN.AI platforms, including SAP and Analytics, to significantly enhance customer satisfaction and retention. ● Execute strategies to improve service delivery and resolution timelines. ● Ensure support activities are in line with broader business goals. 2. Client Engagement: ● Serve as the primary point of contact for key clients, addressing their business challenges and managing expectations to ensure successful solution delivery. ● Advocate for customer needs within the organization (VoC), ensuring feedback informs product and service improvements. ● Track and enhance CSAT and NPS scores, improve service levels, and build a knowledge base to support common ticketing requests. ● Identify and mitigate potential risks to enhance customer satisfaction while ensuring operational efficiency. ● Collaborate with leadership to align support efforts with organizational goals, generate leads for upselling, and manage customer contracts for retention and revenue maximization. ● Data Privacy & Security: Ensure adherence to the company's and client's data privacy and security policies. 3. Team Collaboration & Management: ● Lead, Mentor & Manage the customer support team, fostering a collaborative and innovative culture ensuring that they have the resources and support needed to execute their roles effectively. ● Allocate resources efficiently across the Customer Support Teams to meet project demands. ● Develop backup plans for each customer support team member to ensure seamless support continuity for customers ● Implement Rewards & Recognition to boost the employee performance & recognition 4. Performance Metrics: ● Monitor key performance indicators (KPIs) and metrics to assess self & team performance, customer satisfaction, and operational efficiency in line with Business objectives & company goals. ● Ensure adherence to timelines against the planned deliveries & adherence to agreed service level agreements (SLAs) with Customers ● Track and report on the percentage of on-time project rollouts. Ensure tasks are completed within planned timelines. ● Analyse and drive innovative strategies to continuously improve CSAT and NPS score. 5. Process Improvement & Technology Adoption: ● Identify & Implement areas for process improvement and implement best practices to enhance service delivery and customer experience. ● Spearhead initiatives aimed at optimizing internal processes and incorporating the Voice of the Customer (VoC) into service delivery. ● Enhance customer satisfaction through proactive and preventive approach. Identify potential risks in support engagements and develop mitigation plans. ● Implement & utilize technology tools, to effectively meet the needs of both the team and customers ● Stay updated on emerging technology tools (like Jira, MS Projects, MS Visio, Team Nest, etc., ) 6. Cross-Functional Collaboration & Reporting : ● Prepare and present comprehensive reports to senior leadership on customer support performance, including risks, mitigation strategies, and opportunities for improvement. ● Liaise & collaborate with cross-functional department teams to resolve customer escalations, process gaps and issues as required for Tickets and Change Requests to ensure the mandated KPI agreements are fulfilled. ● Provide regular updates and metrics to management. ● Ensure compliance with data privacy and security. 7. Training & Development: ● Participate in regular training programs & Implement learnings to enhance self & team members’ skills for delivering exceptional support, while ensuring strong operational effectiveness and seamless coordination across support teams ● Drive initiatives for knowledge base, training and development to enable reduction in the number of tickets and efficient ticket handling. ● Participate in initiatives for training and knowledge sharing to reduce ticket volumes. Oversee the creation, management, and continuous improvement of user manuals and standard operating procedures (SOPs) for customers, ensuring they align with configurations and business requirements. .Experience : ● 8+ years of experience in customer support or related roles. 2. Technical Understanding / Skills required ● In-Depth Customer Support Expertise: Strong understanding of customer support metrics and tools, including CRM software and ticketing systems, with the ability to leverage them for strategic improvement. ● Proven Track Record in Enhancing Customer Satisfaction: Demonstrated history of successfully improving customer satisfaction scores and elevating team performance through effective leadership. ● Team Leadership and Motivation: Proven ability to lead, inspire, and motivate teams towards common goals. ● Exceptional Communication and Interpersonal Skills: Strong ability to build and maintain relationships with customers, stakeholders, and team members, facilitating collaboration and trust. ● Advanced Analytical and Problem-Solving Skills: Robust analytical abilities with a data-driven approach to decision-making, enabling effective problem resolution and process optimization. ● Proficiency in MS Office Suite: Expertise in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook, with advanced skills for reporting and data visualization. ● Data Analysis and Presentation Expertise: Ability to utilize advanced features in MS Office for in-depth data analysis and compelling visual presentations that drive strategic initiatives. ● Adaptability in Fast-Paced Environments: Proven ability to thrive in dynamic settings while managing multiple priorities and meeting deadlines effectively. ● Strong Integrity and Ethical Standards: Commitment to upholding high ethical standards in all customer interactions and decision-making processes. ● Proactive Leadership and Self-Motivation: Demonstrates high levels of initiative, ownership, and accountability in driving team success and operational excellence. ● Autonomous Work Capability: Ability to work independently and effectively. Manage tasks in a remote environment & travel as needed to client locations for discussions & trainings. ● Supply Chain Knowledge with SaaS Experience: Comprehensive understanding of supply chain processes, with preferred experience in SaaS products to enhance functional support. Send your CV to kavan.bm@caliperbusiness.com