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Customer Support Manager | Customer Support Specialist in Customer Service Job at Screen Magic Mob1

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Customer Support Manager

Pune, Maharashtra

Screen Magic is looking for experienced B2B Customer Support Managers who are the best at managing customers and support teams. You will be expected to demonstrate both a knowledge of the computer skills associated with the products at hand, as well as the managerial expertise to motivate, build, grow and monitor your team in a high performing environment. We find that the best Customer Support Managers have a software development experience but a passion for interacting with and solving the toughest customer problems.Specifically, you will be responsible for overseeing a team of 15-20 individuals. You will be responsible for ensuring that teammates are assigned support tickets and liaise with Product and Engineering teams where necessary to get tickets resolved and manage escalations from customer with fast resolution time and high-quality deliverables. Unlike other support organizations - we have an innovative model where every agent learns every product. To do this - we staff with only the best global support engineers. You will own the process of reviewing feedback from customers and using the insights to set challenging goals for the team. Under your leadership, we expect to see consistent improvement in the net promoter score and the issue resolution times. Role & Responsibilities: Full operational management of L1 and L2 support agents including Daily “Pair Support” program assignments that drives us towards a state where every agent supports every product. Weekly progress driving customer success as measured by customers reviews and CSAT. Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution. Cross-functional rollouts of business wide programs to drive our customer’s success. Drive daily team huddle for ticket allocation and prioritization. Monitor tickets trends and map to suggest improvements for product or process. Minimum requirements: Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve their experience - you are a customer advocate of the highest order Familiarity with Salesforce ecosystem, software development and IT processes and tools. A deeply operational mindset - you dive into specific tickets and have an expertise to understand the core of any operational issue by having an understanding of the info. Overall 10+ years of experience of which 5+ years experience managing 10+ person enterprise software customer service teams - including help desk support teams (phone and email based) - with a track record of customer reported excellence across multiple products and technologies. Exceptional communication and relationship building skills, high emotional intelligence, and proven expertise to thrive in a high growth, global, virtual environment are essential.
Screen Magic Mobile Media
March 13 on The Resumator
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More About this Listing: Customer Support Manager
Customer Support Manager is a Customer Service Customer Support Specialist Job at Screen Magic Mobile Media located in Pune MH. Find other listings like Customer Support Manager by searching Oodle for Customer Service Customer Support Specialist Jobs.