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Senior Manager/Director-Customer Support

Bengaluru, KA
Job Code:
  • IT
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Job Details

ResponsibilitiesBe responsible for training, performance managing and growing the global Customer Support team, including international (EMEA, APAC, LATAM), regional, and HQ-based Customer Support Representatives, with responsibility for strategic and operational planning and personnel development Establish and drive execution against the strategic and operational goals for our Support organization, including defining long-term objectives, building methods to measure success, and setting targets for key metrics Define, communicate, and act on in-depth Customer Support related KPIs or trends, ensuring optimal customer NPS and referenceability around our Support programs, and executive-level alignment both internally and externally Provide subject matter expertise on customer care strategies and processes when representing the department Drive operational process improvements to build consistency and quality into Customer Support delivery Ensure SLA obligations with customers are observed and met by internal or cross-functional team members; escalating as necessary at executive stakeholder levels using judgment and discretion Enhance existing and develop new Service Plan offerings, to improve overall customer experiences Collaborate with Product and Engineering teams to evaluate incident data and design new offerings and features or improve existing ones with serviceability in mind Maintain customer and partner knowledge bases to provide those audiences with access to a reliable source of self-service technical information and Customer Support procedures As appropriate, develop and maintain relationships with third-party service providers to grow partnerships to improve scalability of support activities Assist customers in optimizing their own support infrastructures by providing documentation, training materials, and training sessionsExecuting tactical plans and initiatives that exceed customer expectations resulting in increased customer satisfaction and employee satisfaction that will be realized in lower attrition and higher productivityQualifications A Bachelors degree in business, computer science, engineering, information technology, or related field 15+ years in a post-sales technical support or customer-facing services team role, including direct support of enterprise customers and knowledge of common service and support methodologies. 7+ years of recent experience successfully managing, growing, and scaling a global customer support program with 24x7x365 availability, including defining strategic objectives and leading teams to deliver on those objectives, hiring and training first class internal and outsourced customer support staff, and meeting enterprise grade SLA obligations Prior experience with supporting complex, enterprise-grade B2B technology platforms required; experience within the financial cloud banking industry is a plus.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 15-20


Any Process - Both BPO Type | Shift Supervision | Voice Process - Both BPO Type
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