Grow Simplee - Support Manager

Responsibilities :

1. Should have experience with 7 days a week 365 days work culture and hence would need candidates who are open to work based on business requirements including Saturday and/or Sunday. (With weekday-off, ofcourse)

2. Willingness to call someone and resolve an issue if needed instead of preferring email communication if it means that the issues can be resolved quickly

3. Manage a support team to achieve business objectives including resolving customer blockers, maintaining service levels, resolution time.

4. Set team goals & assist direct reports related to the escalations and resolution TaT.

5. Ability to arrive at RCAs for high severity issues after consultation and coordination with all relevant internal stakeholders.

6. Ensure that the support team has the resources, information, and processes necessary to deliver effective technical solutions to our clients.

7. Effectively represent the Support department & manage workflows and schedules for support executives and ensure adequate workload coverage

8. Deliver regular reports that provide qualitative and quantitative descriptions of support/escalations handled on a daily basis.

Skill Sets & Requirements:

1. Overall work-experience of 2+ years, strong people management expertise support management roles. Excellent written and verbal communication skills.

2. Excellent situational awareness in handling objections in dynamic customer environments.

3. Excellent Excel skills (Mandatory)