Candidates with Lead experience in similar jobs are only eligible. Freshers are not eligible.
About the Role:
As the Customer Success and Product Delivery Lead at LimeTray, you will spearhead our efforts to ensure unparalleled customer satisfaction and seamless product deployment. Your role involves managing the end-to-end customer lifecycle, from onboarding and training to ongoing support and account management. You will collaborate closely with our product and engineering teams to deliver tailored solutions that meet client needs and drive product enhancements based on user feedback. Your proactive approach to problem-solving, combined with a deep understanding of our product suite, will be crucial in fostering long-term client relationships and ensuring the successful delivery of our innovative solutions.
Responsibilities:
- Lead and manage the customer support team to ensure high-quality service delivery and customer satisfaction.
- Develop and implement customer support strategies, policies, and procedures to optimize team performance and efficiency.
- Oversee day-to-day operations of the customer support department, including ticket management, escalation resolution, and resource allocation.
- Set clear performance objectives and KPIs for the customer support team and monitor performance against targets.
- Create and manage rosters for customer support representatives, ensuring adequate coverage and efficient team scheduling.
- Provide coaching, training, and mentoring to customer support representatives to enhance their skills and capabilities.
- Handle escalated customer issues and complaints in a timely and effective manner, ensuring resolution and customer retention.
- Collaborate with cross-functional teams, including product development, sales, and marketing, to address customer needs and drive continuous improvement.
- Analyze customer feedback and support data to identify trends, insights, and areas for improvement, and implement corrective actions as necessary.
- Stay updated on industry trends, best practices, and technology advancements to ensure the customer support team remains knowledgeable and competent.
- Prepare regular reports and presentations on customer support metrics, trends, and performance for management review and decision-making.
- Conduct regular one-on-one meetings with team members to align expectations, provide feedback, and address concerns.
Qualifications:
- A bachelor's degree in Business Administration, Marketing, or a related field is preferred.
- Proven track record of ___ years of experience in customer support or service management, preferably in the technology or SaaS industry.
- Strong leadership and managerial skills with the ability to inspire, motivate, and develop a high-performing team.
- Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders.
- Solid understanding of customer support processes, tools, and technologies, including CRM systems and ticketing platforms.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve customer support operations.
- Customer-centric approach with a focus on delivering exceptional service and exceeding customer expectations.
- Experience in managing remote teams and working in a hybrid work environment is a plus.
Why Join LimeTray:
- Opportunity to be part of a dynamic and innovative technology company with a focus on the restaurant industry.
- Competitive compensation package including base salary and performance-based incentives.
- Comprehensive training and development programs to support your professional growth and success.
- Hybrid work mode allowing flexibility to work remotely and from the office as per the company's policies.
- A collaborative and inclusive work culture where your ideas and contributions are valued and recognized.
Role: Customer Service
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success, Service & Operations - Other
