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Job Description
This role involves managing a team of Tier 1 Technical Support Specialists, ensuring high customer satisfaction, and collaborating with cross-functional teams to improve support processes and scale operations in a fast-growing, technology-driven environment.
Key Responsibilities
- Manage and oversee a team of Tier 1 Technical Support Specialists, including recruiting, onboarding, and continuous training.
- Monitor, report, and improve team-level metrics and KPIs to ensure high performance and customer satisfaction.
- Coordinate with cross-functional teams such as Product Management, Engineering, Sales, Operations, and Marketing to address customer issues and feedback.
- Act as an escalation point for customer, development, and sales teams to resolve complex issues.
- Develop and implement systems and processes to scale the support team during rapid growth.
- Manage scheduling, real-time adjustments, and resource allocation to ensure fast response times and quality service.
- Produce reports demonstrating team effectiveness and support continuous improvement initiatives.
Requirements
- Minimum of a B.A. or B.S. degree required, preferably in a technical or quantitative field
- 10 years of experience in a high volume technical support environment
- 3 years of experience managing 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
- Ability to maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA s
- Ability to produce reporting that demonstrates team effectiveness to Engineering, Product Management, and Leadership
- Experience exploring, implementing, and integrating systems to help the support team scale through growth
- Experience managing onboarding and continuous education for team members
- Ability to manage interactions between Support and other departments pertaining to customer issues and feedback
- Ability to mentor new hires as the organization grows quickly
- Willingness to work in a hybrid environment with 2 days work from the Bengaluru office
- Must express readiness to work in a 24x7 operational environment
- Interest in working in a fast-growing environment with changing responsibilities and a tolerance for ambiguity
- Experience with industrial systems, electronics, tinkering with cars, or similar hands-on work is a plus
- Experience managing remote workers is a plus
- Experience with Zendesk is a plus
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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