Senior Customer Support

You will be part of a global hiring revolution that is reshaping the future of talent, allowing individuals and businesses to thrive regardless of geographical boundaries. As a Senior Customer Support, you will lead a team of Customer Support Specialists towards achieving key performance metrics and providing exceptional customer service. Key Responsibilities: - Meet key performance metrics of 1 hour response time and 6 hour resolution time - Ensure daily open tickets per agent are at 0 - Perform multitasking efficiently - Examine, review, and process documents, orders, files, cases within set timelines - Analyze process scenarios, propose solutions for process improvement/automation - Provide inputs for knowledge checks and collaborate with stakeholders for desired outcomes - Understand early warning signals mechanism and liaise with stakeholders from other teams for efficiency tasks - Possess good business report understanding Qualifications Required: - 5+ years of experience in Customer Experience - Quick adoption of SOPs (Standard Operating Processes) - Understanding of coaching & feedback mechanisms - Prior experience with ZenDesk & Intercom preferred - Knowledge of manpower planning and B2B SaaS business acumen preferred - Familiarity with MS Office, CRM, Zendesk; Preferred knowledge of Power BI & SQL About the Company: Multiplier is backed by industry leaders like Sequoia, DST, and Tiger Global. We are scaling fast and looking for enthusiastic individuals to join our team in building a borderless future together. You will have a high-impact role in a rapidly growing company, full autonomy in your position, work flexibility, and the opportunity to work with a diverse and passionate team. What We Offer: - Competitive benefits, recognition programs, and career development opportunities - Attractive ESOPs for a stake in the company's success - Comprehensive health insurance coverage for you and your family - Generous holiday policy - A company that invests in your professional success Please note: Equal Employment Opportunity is a fundamental principle of our company.,