Lead/Head - Technical Support - SaaS/Logistics Firm

Designation/Role: Support Lead / Head of Support, Ticketing, Bug Resolution

Location: Gurgaon

Working Days: 5

Mode of Work: Hybrid

Total Experience: 7-12 Years

Work Experience - Logistics / Supply Chain Background Highly Preferred. / SAAS

Someone who has experience in high-growth startups with a background in Logistics or Supply Chain or SAAS and who has been leading a team and driving Support, Ticketing, and Bug Fixing for B2B Clients at the company level is an ideal candidate.

Mix of Product + Tech team Coordination along with day to day bug resolving for B2B Clients

Key Pointers :

- Responsible for creating a productive and motivating working environment and addressing issues from customers.

- Planning and organizing the team to execute operational requirements, aligned with the company's direction.

- Balancing operational capacity assigned/ delegated to Support team to maximize productivity and still able to give the service quality that the customers deserve.

- Performing regular coaching to ensure knowledge advancement, stimulate motivation and encourage engagement.

- Standardizing the external and internal process.

- Responsible for prioritizing workload and performing production support activities which involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.

- Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.

- Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

- To participate in knowledge transfer to ensure a better grasp of the product and domain

- Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance

- Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to business within TAT on development or technical issues.

- Drive the development of the debugging tools

- Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams

- Identify the regressions and provide inputs to the QA team

Measure of Success:

- Driving initiatives on the productivity of the whole customer support team

- Identifying the patterns and inputs provided to CS/Engineering/Product teams

- Delivery of debug tools

- Timely reporting of the key metrics + corrective measures to the engineering leadership

- Good understanding of the Logistics industry

- Strong problem solving and communication skills

- Strong communication skills and team management capabilities

Key Competencies:

Functional: Debugging ability, prioritization, and scheduling skills

Behavioral: Strong problem solving, sense of urgency and prioritization, team handling and team mentoring

Series B Funded SAAS Based Logistics Startup