Company Description : Shipsy is a Global SaaS company focused on the Logistics tech space. Logistics is a multi trillion dollar industry, but still largely run in a manual manner. At Shipsy, our technology platform helps Retailers, Logistics and Manufacturing companies get end to end visibility of their shipments, reduce logistics costs and enhance customer experience. Our customers span across Middle East, India and South East Asia and include enterprises like= Reliance (their entire Retail operations, exports and imports runs on Shipsy), Domino's, Gulf Marketing Group, UPS Gulf, DTDC Express, Zepto, Burger King, Landmark Group - Homecentre, More Retail and many more. We process over 2 million shipments a day and about 10% of India's container trade is tracked on our platform . We are backed by Global investors such as Sequoia Capital, Infoedge, A91 partners and have raised ~$35mn till date. We are over a 300+ member team now, with offices across Gurgaon (HO), Mumbai, Bangalore, and Dubai. Our team is composed of excellent individuals from top institutes across the country like IITs, IIITs, NITs with experience in Big Data, Software Architecture, ML, AI, Robotics, Blockchain. In combination, we have previously worked at Samsung Korea, MIT Media Labs, CMU Robotics, Deutsche Bank, Morgan Stanley, Samsung Research, GE Research, Qualcomm Research, etc. and have also been entrepreneurs. We have numerous research publications and patents. The core team has computer scientists, electrical engineers from IIT Delhi and Madras, and this core tech focus would contribute tremendously to your learning. We also have some word class employee benefits such as the scholarship program and more that will further enhance your learning. We serve clients from across various industries and geographies, and pride in having a young, energetic, diverse team. An exciting, results-driven, growth-oriented role with an opportunity to guide our fastest-growing product to the next Level. For more information, please visit our website at https://shipsy.io/. Job Description: Support Lead/Manager As a platform company powering businesses across multiple geographies, Shipsy processes millions of transactions per day and supports their operations with our platform, APIs, runs marketplace and more. If youre a Professional with fervent interest in Problem solving and highly relate to customer obsession, this role would help expand your horizons. In this role you would be working on building up the Global Support ecosystem for Shipsy grounds up . This would entail envisaging and formulating the whole charter for support including team building to SLA adherences. Key Responsibilities and Accountabilities: - Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, service levels, resolution time, and project deadlines. - Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals - Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers - Ensure the delivery of high-quality technical and soft-skills training for direct reports - Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives. - Manage workflows and schedules for direct reports and ensure adequate workload coverage - Deliver regular reports that provide qualitative and quantitative descriptions of business performance - Manage key processes including FAQ analysis, case reviews, and customer feedback analysis - Develop and maintain Support procedures and policies - Advocate for customers and define ways to continually add value to the customer experience - Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group - Foster and facilitate the professional growth and development of team members - Empower and install confidence in team members to enable them grow - Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays - Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues - Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management - Previous experience in SaaS & Logistics organizations is a big plus

Gurgaon/Gurugram

Shipsy.io - Customer Support Lead/Manager 

Job Description for Shipsy.io - Customer Support Lead/Manager  in Shipsy  in  Gurgaon/Gurugram for (4-9) years of experience. Apply Now!