About the Role:
As a Senior Manager - Customer Support, you will respond to inbound Technical Support Requests related to the Implementation, configuration, testing & subsequent ongoing usage of CleverTap Customer engagement and retention platform, via multiple support channels viz Email, Chat, Web.
What will you do:
- Track success metrics, synthesize results for team weekly, monthly, quarterly, and annual reports, and communicate accomplishments and risks to leadership
- Develop and manage strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders, as needed to drive results
- Actively participate in product management/ engineering meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability
- Mentor and train the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction
- Set & rigorously monitor performance goals & objectives, including performance reviews
- Provide technical expertise in data analysis and metric definition in order to make recommendations that drive meaningful business outcomes
- Analyze a variety of information in order to drive strategic product operations and customer experience
- Create a positive, fun, and motivating environment to enhance employee performance and customer satisfaction
- Lead implementation of strategic initiatives that have a global outlook
- Build a strong internal & external pipeline of talent for current and future needs
What are we looking for?
- Engineering Degree (Computer Science/IT) / MCA with 5-8 years of prior work experience in SaaS or Enterprise Support platform
- Ready to work in shifts as per the requirements of the company
- Prior experience of handling a Customer support team
Must Have:
- Strong analytical skills with basic to intermediate statistical understanding
- Presentation skills
- People management
- Performance tracking and improvement
- Ability to manage a team catering to the whole world and spread across shifts
- Great communication skills to manage and negotiate with clients of multimillion-dollar contracts
- Working knowledge of a ticketing system
Good to Have:
- Experience in working with Objectives and Key Results
- Worked on projects that resulted in ticket deflection
- Android development experience
- Marketing Automation
Measures of Success:
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support Service Level Agreements
- Quality of response
Who will you report to: VP - Global Support
Key Competencies:
Technical/ Functional:
- Analytical & Problem Solving Skills
- Strong on the products that the incumbent’s team has supported in the past
- Understanding of SaaS or Enterprise Customer Support
- Strong on Analytics and good understanding of statistics
- Good in making presentations
Behavioral Competencies:
- Has a clear and well-structured thought process and communicates effectively
- Listens actively, responsive, accepts feedback graciously
- Takes ownership of customer problem
- Objection handling and managing customer escalation
- Gives feedback to Managers
- Strong Customer Focus
- Self Starter/ Motivated
About CleverTap
CleverTap is the leading all-in-one customer engagement platform that helps brands unlock limitless customer lifetime value. CleverTap is trusted by over 2000 brands like Domino’s, Levis, Jio, Papa John’s, Zomato, Kotak Bank, Air Asia, Carousell, TD Bank, and Tesco to help build personalized experiences for all their customers. The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering speed and cost efficiency at scale.
Backed by top-tier investors such as Accel, Peak XV Partners, Tiger Global, CDPQ and 360 One, the company is headquartered in San Francisco, with presence across Seattle, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Singapore, Vietnam, and Jakarta.
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!