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Job Description
This role involves managing a team of Tier 1 Technical Support Specialists, ensuring high customer satisfaction, and collaborating across departments to improve support processes in a fast-growing, technology-driven environment focused on IoT solutions for physical operations.
Key Responsibilities
- Manage and lead a team of Tier 1 Technical Support Specialists
- Monitor, report, and improve team-level metrics and KPIs
- Ensure high customer satisfaction and adherence to SLAs
- Coordinate scheduling and real-time adjustments to support operations
- Develop and implement processes to support team scaling and growth
- Oversee onboarding and ongoing training for support team members
- Collaborate cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing
- Manage customer interactions, escalations, and feedback between support and other departments
- Produce reports demonstrating team effectiveness to leadership
- Mentor new hires and support team development
Requirements
- Minimum of a B.A. or B.S. degree required, preferably in a technical or quantitative field.
- At least 5 years of experience in a high volume technical support role.
- At least 2 years of experience leading a team.
- Strong spoken and written language skills for working with high-value customers and publishing documentation.
- Experience in managing a team of Tier 1 Technical Support Specialists, including recruiting, onboarding, and continuous education.
- Ability to produce reporting that demonstrates team effectiveness to Engineering, Product Management, and Leadership.
- Experience in maintaining a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA s.
- Comfortable acting as an escalation point with customers, development teams, and sales teams.
- Ability to manage projects through to completion.
- Willingness to work in a 24x7 operational environment.
- Ability to work in a hybrid position with 3 days work from the Bengaluru office.
- Experience working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis.
- Interest in working in a fast-growing environment with changing responsibilities and a tolerance for ambiguity.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Hybrid work model with options for in-person or remote work
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