Disprz - Associate Director - Support

Responsibilities

- This is a hands-on technical management role where you'll need to work with solving customer issues while rapidly growing the support organization.

- Recruit, train, develop and lead a growing team of Support professionals.

- Driving strategic initiatives for product Support team

- Design, Implement, Monitor and Execute special projects with respect to Customer Support .

- Assist and communicate with Team Heads in decision-making, program management, and initiative implementation.

- Ensure customer feedback is communicated internally to enable ongoing improvement of products and services

- Provide data and reporting of KPI's and trends to management in ad-hoc, weekly, monthly reports and as needed.

- Improve current processes and develop procedures for optimized efficiency and productivity

- Setting up dashboards in tracking the support team performance like AHT / ATT / time taking to solve a ticket etc..

- Analyse to deliver actionable insights and define key programs

- Work closely with Founders on special projects - strategize, execute and run it to success and then think on scaling it.

Education / skill set

- MBA from Tier-1 / 2 business school. Technical undergraduate background would be a plus.

Experience :

- Preferred 8-10 years of experience in a customer support operations in product development companies

- Strong empathy for customers AND passion for driving high growth

- Working knowledge of Saas products would be an added advantage.

- Ability to work effectively in cross-functional teams in a highly dynamic work environment