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09/08 Mythri
Head - TA Management at SkillPad

Views:352 Applications:78 Rec. Actions:Recruiter Actions:6

Head - Customer Support - Trading Tech (9-12 yrs)

Bangalore Job Code: 1137847

This opportunity is with one of the fastest-growing Trading tech companies:

Must haves -

- 5+ years of overall customer support experience in a B2C product company

- 3+ years of experience heading or managing support teams of at least 10 people in a B2C product company

- 3+ yrs experience with Freshdesk or similar ticket management solution, driving high NPS, process automation

- 2+ years of hands-on experience in Voice/Chat/ Emails support as an individual contributor

Responsibilities

- Ensure the customer is heard throughout the escalation process

- Provide customer insights and bug reports to tech and product teams

- Look for ways to improve the product by listening to the users

- Build the team - hire and grow the customer support team

- Own the support function, set KRAs and KPIs for the team, and create support processes.

- Oversee, measure, and monitor the output of all support team members

- Evaluate the tools available for the team and look for better solutions.

- Handle payments, reconciliations, and related operations

Requirements

- Proven experience in building and managing a customer support team with high NPS

- History of driving successful change and improvement with impactful and measurable results.

- High energy and bias for action

- Excellent written communication skills in English

- A keen willingness to learn new things

- Patience, maturity, and genuine customer empathy

- Proactive attitude, initiative taker, finisher

Women-friendly workplace:

Maternity and Paternity Benefits

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