Product Support / Customer Success Support Manager/ 2-4Yrs - Jun, 2024

Product Support / Customer Success Support Manager / 2-4 Yrs - Jun, 2024Obsessed with going out of your way to delight customers?Someone who can balance efficiency & speed, while building out sustainable processes?A dynamic communicator?Perfect. Read on!About CompanyWe are a dedicated team with significant IT experience who believe in toning down the complexity of business processes to improve performance and accelerate business productivity.We are leaders in building SaaS enterprise solutions for corporates and work with enterprises in India, the USA, UK, Singapore, Australia, Dubai, Qatar. We are currently operating from India and USA.Our flagship product HRStop.com is the de-facto standard for HRMS tool for the SME segment.We are happy to announce that we are growing and looking to hire some immense talent across various roles to increase our team base, and to cater to our growing requirements.Job DescriptionThis is a Work from Office job.We are looking for Customer Success Champions Manager, preferably with experience in IT, HR/Payroll Software, ERP products. The candidate would be responsible for talking to the customers and helping them with their queries regarding our software product HRStop.com.Job Responsibilities / KRAsOversee the daily operations of the product support/customer service department.Develop and implement customer service policies and procedures.Manage and train support staff to deliver high-quality customer service.Handle complex customer service issues and resolve customer complaints.Responding to and answering calls, emails, and web tickets of end users in a cordial, professional manner.Logging tickets (Incident / Service Request / Information Query) for every user interaction handled.Route/assign tickets to the appropriate support group, if necessary.Updating pending tickets with timely, precise, accurate updates.Following up with end users, if necessary, for closure of pending tickets.Collaborate with the product development team to enhance product features based on customer feedback.Conducting product webinars for our clients.Documenting support processes and resources.Video/In-person interview - Domain knowledge + HR discussions.QualificationsExcellent communication skills in English/Hindi, with a neutral accent.Excellent written communication skills with email etiquette.Should be customer-service oriented.Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back-to-back calls.Ability to manage multiple priorities.Good to Have:Any Indian regional language.Positive attitude - confident/self-motivated.

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