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23/05 Madhuparna Chakraborty
Talent Acquisition Specialist at Lifesight

Views:691 Applications:75 Rec. Actions:Recruiter Actions:54

Lifesight - Head - Customer Support (5-10 yrs)

Bangalore Job Code: 1099481

About us:

Lifesight is a fast growing enterprise SaaS company focused on helping brands, publishers, agencies and platforms leverage data to build customer intelligence, experiences and relationships. We have a team of 65 across offices in the US, Singapore, India, Australia and UAE with over 300 customers. With an unprecedented amount of data being generated by customers today, we make it easy for businesses to understand, target and measure their customers by leveraging their customer data with our industry leading identity solution. Our platform collects, unifies, enriches and activates data for marketing and analytics use cases so users can focus on executing their strategy and delivering their products. Our product is being adopted rapidly globally and we need the best people onboard the team to accelerate our growth

Job Description :

The Head of Customer Support will lead a team of customer support executives to expand on the vision of the Global Customer Support team to deliver a world class customer experience. The Manager will be responsible for the growth and development of your team, driving efficiency, and acting as an escalation point for major issues (resolving them as they arise), and helping to develop the strategies necessary to reach Lifesight's goals.

The position reports to the VP-Customer success and works closely with other teams and leaders across the company, especially the engineering org. This team works on the most technical and challenging customer escalations, driving resolutions through code analysis and troubleshooting, bug reproduction and filing, API investigation, and so on. This leader will be focused on ensuring KPIs and SLAs are achieved, individual goals are attained, growing the careers of each team member, and helping to shape the future of the Support organization.

How you'll make a difference:

- Drive value for customers by ensuring the team is solving complex technical challenges.

- Oversee workforce distribution to ensure optimal customer coverage and team balance.

- Provide career development and support to direct reports, composed of Support Engineers.

- Operationalize and drive efficiencies through improving processes and documents for the team and organization.

- Continuously provide input to scale and improve internal processes as well as all customer support offerings.

- Motivate and inspire team members to instill a positive and inclusive team culture. Lead by example with being humble and open-minded, operating with high integrity, and being open to feedback.

- Provide continuous feedback to educate team members and peers, and foster a strong learning environment.

- Work cross functionally with peers in other groups to ensure collaboration for shared goals.

- Work with Support and Engineering Leadership and other peers for strategy development and execution planning.

- Evaluate customer satisfaction to develop and implement plans for continuous improvement and excellent support interactions.

- Establish operational objectives through proactive identification of key areas of opportunity - keeping the customer journey at the center of all ideas. Maintain a customer first mindset.

- Analyze issues and problem solve in an objective and scalable way.

- Triage customer escalations and jump in to help customers and the team whenever necessary.

Requirements :

Who You Are and The Skills You Bring:

- Passionate about creative problem solving for customers and internal teams.

- Strong leader dedicated to helping your team and peers develop their careers.

- Self-motivated, eager to learn, and thrive in a collaborative environment.

- Capable of adapting quickly to changing priorities and occasional ambiguity.

- Analytical and driven to achieve quantitative and qualitative targets.

- Excellent, clear communication and presentation skills, both written and verbal - able to facilitate and lead meetings and presentations.

- 3-5+ years of experience in a customer support related role at a SaaS company.

- 2-3+ years of experience managing or leading teams.

- Demonstrated in-depth knowledge of CSS, JavaScript, and HTML.

- Strong working knowledge of Python, Ruby, or another backend programming language.

- Experience working directly with external customers and/or clients via email, chat, phone, or video.

Ability to plan for, train, and up-skill team members and peers on an ongoing basis.

Not required, but very cool: experience with e-commerce or email and SMS marketing.

Women-friendly workplace:

Maternity and Paternity Benefits

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