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Michael Page

Senior Manager - Customer Support | SaaS | Hyderabad - WFH

Michael Page
Early Applicant
  • a month ago
  • Be among the first 50 applicants
Exp: 3-8 Years
Hyderabad / Secunderabad, Telangana, India(estd)
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Job Description

  • - Head the entire Customer Support Operations for our client
  • - Work along with a SaaS startup currently in their hyperscale mode

Job Description

  • Own the Support Framework
  • Lead and motivate the Customer Support team to deliver excellent customer service.
  • Develop and implement customer service policies and standards for the department.
  • Ensure that support processes and solutions are designed with the customer's best interests in mind, focusing on long-term resolution and customer success.
  • Manage and maintain customer relationships by addressing their needs promptly.
  • Handle complex and escalated customer service issues.
  • Analyze customer service data to drive improvement measures.
  • Work closely with other departments to ensure a consistent and high-quality customer experience.
  • Provide regular reports to the management on the team's performance and customer feedback.
  • Stay updated with the latest industry trends and emerging customer service strategies.

The Successful Applicant

A successful Senior Manager - Customer Support should have:

  • 8+ years of overall experience in a customer service role within the SaaS space.
  • Base Location - Hyderabad (WFH)
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • A minimum of 7-10 years of experience in technical support, with at least 3 years in a managerial role. Experience with companies like Freshdesk, Zendesk, or similar is highly preferred.


What's on Offer

The opportunity to be a part of a forward-thinking company in the SaaS space, leading a dynamic team and driving customer service excellence.

More Info

Function:SaaS

Job Type:Permanent Job

Skills Required

customer service
Customer Experience
customer feedback
Management
technical support

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Date Posted: 30/09/2024

Job ID: 94525527

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About Company

Michael Page
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Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds&#x3B; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.

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