Head Of Customer Support Job in Llama Logisol Private Limited

Job Description

Purpose:

Represent and manage the production support team and suggest fixes to complex issues by doing a thorough analysis of root cause to ensure issues are resolved in a timely manner.

Key Responsibilities :

• Responsible for prioritizing workload and performing production support activities which involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.

• Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.

• Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

• To participate in knowledge transfer to ensure a better grasp of the product and domain

• Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance

• Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to business within TAT on development or technical issues.

• Drive the development of the debugging tools

• Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams

• Identify the regressions and provide inputs to the QA team

Measure of Success:

• Driving initiatives on the productivity of the whole customer support team

• Identifying the patterns and inputs provided to CS/Engineering/Product teams

• Delivery of debug tools

• Timely reporting of the key metrics + corrective measures to the engineering leadership

Reporting Relationship

• Reporting to: Headof Customer Success

• Direct Reports: Cstomer Support Engineers

Qualifications

Qualification:

• Minimum5-8 years of leading/managing a customer support team in a relevant industry

• Good understanding of the Logistics industry

• Strong problem solving and communication skills

• Strong communication skills and team management capabilities

Key Competencies

• Functional: Debugging ability, prioritization, and scheduling skills

• Behavioral: Strong problem solving, sense of urgency and prioritization, team handling and team mentoring

Additional Information

Why Explore a Career at Shipsy

Our current team has 100+ people from top institutes across the country like IITs, BITS, IIITs, NITs with experience in Big Data, Software Architecture, ML, AI, Robotics, Blockchain. In combination, we have worked at Samsung Korea, MIT Media Labs, CMU Robotics, Deutsche Bank, Morgan Stanley, Samsung Research, GE Research, Qualcomm Research etc. and also have been entrepreneurs etc. We have numerous research publications and patents.

PERKS

• Free breakfast, dinner, and snacks at the office
• Regular team building activities, events, meditation sessions
• Quarterly team parties and annual offsite
• Company-sponsored enrolment worth 40K annually to online learning resources like Coursera, edX, etc.
• Company-sponsored asset purchase worth 50K
• Games in office - Mini golf, pool, foosball
• Regular tech talks, training sessionss and knowledge sharing sessions