Customer Support Lead Job in Shipsy

Category: A- L1

Location: Gurugram/ Bengaluru/ Mumbai (Remote-first organization)

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 and Accountabilities:

• 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