SurveySparrow Pvt Ltd
Jyothirmaya, Infopark, Jyothirmaya Rd, Infopark Phase 2, Kakkanad, Kerala - 682030
Product Support Team Lead
SurveySparrow is looking for a self-motivated and driven attitude Customer Support lead who will be responsible for ensuring that our customer's needs are met and issues are responded to and resolved in a timely manner via phone, email & Chat.
The role involves not only leading the Product Support team but also acting as an individual contributor responsible for all Product Support activities. This individual must have a desire to work in a fast-paced, startup environment.
The ideal candidate will proactively identify and address business needs, the candidate must have a proven track record delivering excellent Customer Service to direct customers. The candidate for this role must work collaboratively with all other groups including Product Management, Engineering, Marketing, Sales, and Finance. The candidate must also have experience providing 24x7 Support.
Building and managing a team and manage performance through on-the-job coaching and mentoring.
Act as the Voice of the Customer for management, summarise customer issues and follow-up actions
Ensure adherence to Quality norms and processes.
Monitor and review your team’s metrics to improve functional and operational efficiency.
Identify & drive opportunities to enhance service delivery and customer experience.
Identify & suggest Business improvement opportunities.
Commitment to customer service - willing to go the extra mile to provide excellent service
Ability to work independently as well as being a team player.
Possesses strong problem-solving and analytical skills. Has attention to detail, responsible as well as customer focus
Strong leadership capabilities and people management skills.
4 to 7 Years experience in Customer support
Graduate from Bachelor of Computer Science/IT/Engineering or related courses
Good Communication Proficiency in English
Experience working with SaaS companies (preferred)
A creative problem-solver, capable of making decisions when needed without relying on management
Familiarity with chat and CRM platforms such as Salesforce, Freshdesk, Zendesk, ZohoCRM, Intercom, etc