Night Shift Role  ABOUT US :   Plivo is amongst the leading Service Providers in the CPaaS market, which is estimated to grow to a whopping 8 billion dollars by 2019. Plivo started in 2011 and has been backed by investors as Anderson Horowitz who are also the early stages investors in the companies such as Facebook, Google and AirBnB. Plivo is also part of YCombinator a most sought after incubation in the Valley and is now profitable as well. Plivo has a team of about 75 members spread between its US & India offices. Plivo has 1000's of businesses from around the globe who trust us with their Voice and Messaging needs including helping them manage their Customer interactions. We are looking for someone who is excited to grow with us and be part of a company that is disrupting a multibillion dollar telecom space.  We are dedicated to simplify and disrupt the multi billion telecom market. Our cloud-powered Voice and SMS APIs allow businesses to build communication applications that are scalable, low cost, and global. Thousands of well known businesses are already built using Plivo including popular conferencing solutions, mobile communication apps, SMS marketing software, and business phone solutions and this is just the beginning.  We are looking for a talented and a driven customer support manager to join our team.  WHAT STACK WE USE :   Golang, Django, Python, Flask, Redis, Postgres, Celery, Nginx, Kamailio, FreeSWITCH, SIP, React, WebRTC, Linux, Android, iOS.  WHAT TECHNOLOGIES WE WORK UPON :   Networking, Distributed systems, Big Data, Least Cost Routing, Billing, Invoicing, Analytics, Fraud detection & Prevention, VOIP protocols, SMS Protocols, Cloud Infra, Web and Mobile Platforms, Microservices  JOB DESCRIPTION :   At Plivo we constantly strive to raise the bar for customer delight. A happy customer makes our day. We are looking out for a seasoned Customer Support Manager who carries strong expertise in setting up 24by7 support business and handling primarily US based enterprise customers, delivering support over chat, voice and email. The position requires high degree of customer focus and organizational skills, impeccable written and verbal communication skills.  RESPONSIBILITIES :   Managing day-to-day support operations and ensuring smooth support delivery by the support team(s)  Maintain and deliver consistent positive customer satisfaction  Observe daily business metrics to maintain service and quality assurance levels  Carry regular business reviews for quality assurance and customer satisfaction  People management :   - Workforce planning  - Hiring  - Support readiness  - Retention and development of talent  - Performance management  Handle customer escalations and politically charged situations  Collaborate with other teams internally to reduce incidents and customer escalations  Fill gaps in support or collaboration workflows by creating relevant processes and increase operational efficiency  Prepare and present regular snapshot of state of the support delivery for the owned team(s)  The role includes working in night shifts if needed and over weekends in case of crisis  SKILLS REQUIRED :   Proficient in written and verbal English  Acumen for business data analysis and data driven decision making  Hands on experience on MS Office or Mac Office to prepare reports, papers, slides  Project management and organizational skills  Ability to work under pressure  Ability to form strategies to align with business goals  QUALIFICATION :   A minimum of 10 years of experience in an enterprise support environment setting up 24by7 support operations  Prior experience must include minimum of 8 years as a people manager in support delivery role  MBA from premier institutes preferred  Strong track record of delivering high quality results, customer satisfaction, business transformation in support industry  Bonus if you belong to Telecom industry or Cloud Telephony  Excellent written and verbal communication skills  Strong understanding and knowledge of customer services and support industry and processes  JOB PERKS :   Informal work style, startup culture with flexible work hours  Endless snacks and beverages  Free gym membership  Competitive salary and medical benefits.

Bangalore

Karnataka

Plivo - Manager - Customer Support 

Plivo - Manager - Customer Support  ,Job Description for Plivo - Manager - Customer Support  in Plivo Communications Pvt Ltd. in  Bangalore Karnataka for (10-13) years of experience. Apply Now!

Job Description for Plivo - Manager - Customer Support  in Plivo Communications Pvt Ltd. in  Bangalore Karnataka for (10-13) years of experience. Apply Now!