Sr. Manager, Customer Support Job in Webgility

Number of Positions: 1

Work from Home till the COVID situation normalize (We have been operating remotely since March 2020)

What will your job look like?

As an 'Sr. Manager, Customer Support' your responsibilities (not necessarily limited to following) at Webgility will be:

• Improve customer support experience, create engaged customers and facilitate organic growth
• Own support metrics and KPIs including CSAT, AHT, Abandonment Rate, Retention, & First Response Time
• Take ownership of customers issues and follow problems through to resolution
• Proactive engagement in new process strategy and deployment to better Webgilitys customer experience
• Develop new support procedures, policies and standards for the broader Customer Support team
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industrys developments and apply best practices to areas of improvement where necessary
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Plan, adhere to, and manage the approved budget on a quarterly basis
• Ability to prioritize day to day tasks with overall business objectives
• Provide After Hours point of Escalation and leadership for Customer Issues.

Desired Skills:

• MBA/PGDM from Tier I/II Business School
• Minimum of 8 years of experience leading, mentoring, training and developing people (preferably technical support teams)
• Proven working experience in a leadership role in the Customer Support function preferably in SAAS based eCommerce industry
• Strong customer service, and interpersonal skills
• Excellent communication and presentation skills
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Awareness of industrys latest technology trends and applications
• Ability to think strategically and to lead
• Customer orientation and ability to adapt/respond to different types of customers
• Strong logical troubleshooting and multi-tasking skills
• Go the extra mile to engage customers
• Ability to prioritize and manage time effectively
• Track record of over-achieving quota
• Ability to work in night shifts

In case you find this matching with your previous experience, we welcome you to apply / Drop in your resume with Subject line Sr. Manager, Customer Support at [email protected]

Apply now