Job Title : Director, Support
Location: Bangalore
Department: Support
Reports to: COO
We are seeking a passionate and experienced Director of Support to lead and expand our support department. The ideal candidate will have a proven track record of building and scaling support teams for B2B enterprise SaaS organizations, with a deep understanding of both on-premises and cloud-deployed customer support strategies.
The leader must be technically hands-on to revert to client queries efficiently and accurately. Crucially, the candidate must have strong technical expertise in Apache Spark to effectively address and resolve client queries. This role involves managing support services for Tookitaki on-premises and Cloud customers across traditional banks and fintechs globally. The Director will lead an initial 7-member support team, ensuring SLAs for production incidents are met, and drive quick response and resolution times for service requests to improve the net promoter score (NPS).
Roles & responsibilities:
Technical and Client Empathy
- Product Knowledge: Demonstrate a strong technical understanding of our products.
- Client Empathy: Show deep empathy for client needs, ensuring the support team can provide knowledgeable and compassionate service.
- Technical Expertise: Must-have technical expertise in Apache Spark to effectively address and resolve client queries. The leader must be technically hands-on to revert to client queries efficiently and accurately.
Leadership and Strategy
- Strategic Direction: Lead the support team by setting strategic direction and driving the development and implementation of support frameworks that ensure exceptional service delivery.
- Vision and Execution: Develop a vision for the support function and execute strategies to meet business objectives and customer satisfaction goals.
Process Development
- Robust Processes: Establish robust support processes and frameworks to ensure efficient resolution of client inquiries and issues.
- Implementation: Hands-on experience in creating and implementing support processes is essential.
Team Development
- Recruitment and Training: Recruit, train, and mentor a high-performing support team capable of delivering 24/7 support across various time zones.
- Continuous Learning: Ensure continuous learning and development opportunities for team members.
Cross-functional Collaboration
- Inter-departmental Synergy: Work closely with product, engineering, sales, and implementation teams to ensure support insights are integrated into product development and client onboarding processes.
Performance Metrics
- KPI Tracking: Track key performance indicators such as customer satisfaction, retention, loyalty, churn, resolution time, first contact resolution, and net promoter score.
- Continuous Improvement: Implement improvements based on KPI assessments.
Cost Management
- Budget Planning: Plan and manage the budget and resources of the support function, including staff, software, infrastructure, and tools.
- Resource Optimization: Allocate and optimize resources according to the needs and priorities of the support function.
- Expense Tracking: Track and report expenses and revenues of the support function, justifying any deviations or adjustments.
OKR
- Customer Satisfaction (CSAT): Measure the level of satisfaction among customers after their interactions with the support team.
- Net Promoter Score (NPS): Track the likelihood of customers recommending Tookitaki based on their support experience.
- First Contact Resolution (FCR): Percentage of issues resolved in the first interaction with the customer.
- Average Resolution Time: Measure the average time taken to resolve customer issues.
- Customer Retention and Churn Rates: Track the rates of customer retention and churn, aiming to improve retention.
- Support Ticket Volume: Monitor the number of support tickets and the efficiency in handling them.
- Cost per Resolution: Calculate the cost-effectiveness of the support function by measuring cost per issue resolved
Requirements:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: 10+ years in customer support/service roles within B2B enterprise SaaS organizations, with at least 7 years in a leadership position.
- Proven track record of improving customer satisfaction and support efficiency.
- Technical Skills: Strong technical acumen and ability to grasp complex software solutions. Must-have technical expertise in Apache Spark to address and resolve client queries effectively.
- Communication Skills: Exceptional communication and interpersonal skills, with the ability to articulate clearly and empathize with clients.
- Management Skills: Demonstrated ability to lead and scale support teams, with a hands-on approach to process development and team management.
- Time Zone Management: Experience in setting up and managing support services across different time zones.
- Software Proficiency: Familiarity with support software, ticketing systems, and CRM tools like Fresh service.
- Preferred: Experience with AML, fraud, or cybersecurity software.
Personal Attributes:
Customer-Centric: Passionate about personalized service and enhancing the customer experience.
Leadership: Strong leadership qualities with the ability to inspire and motivate a team.
Strategic Thinker: Ability to develop and execute strategic plans for the support function.
Problem Solver: Capable of quickly identifying and resolving issues.
Adaptable: Flexible and able to thrive in a fast-paced, dynamic environment.
Collaborative: Works well with cross-functional teams and builds strong relationships with stakeholders.
Empathetic: Demonstrates empathy towards clients and team members, fostering a supportive work environment.
Introducing Tookitaki
Tookitaki is revolutionizing financial crime detection and prevention for banks and fintechs. What makes Tookitaki a game changer in this space is how we are improving risk coverage by democratizing AML insights through a privacy protected federated learning framework powered by an ecosystem of AML experts. We are witnessing robust growth and partner with clients who are among the best FinTech and Banks demonstrating the credibility of our product. Similarly we are supported by few of the best investors in the world showcasing our stability and growth while validated by external organizations like World Economic Forum (Technology Pioneer) and others Here is a snapshot of some of the awards we have received recently:
