The Head of Customer Support is a strategic leadership role responsible for overseeing and enhancing the customer support operations of the organization. This position involves developing and implementing customer service strategies, leading a team of support professionals, and ensuring the delivery of exceptional customer experiences across all touchpoints. Key Responsibilities - Strategic Leadership: Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives. - Team Management: Recruit, onboard, and develop a team of skilled customer support professionals. Provide mentorship, conduct performance reviews, and foster a collaborative, high-performing environment. - Customer Experience Excellence: Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team. - Process Optimization: Establish and maintain customer support processes and workflows, including ticket management, escalation procedures, and knowledge management systems, to ensure efficient and effective resolution of customer issues. - Performance Monitoring: Define service level agreements (SLAs) and key performance indicators (KPIs) to measure and monitor service quality. Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience. - Cross-Functional Collaboration: Collaborate with other departments, including Sales, Marketing, and Product, to align customer support efforts with overall business strategy. - Continuous Improvement: Drive continuous improvement initiatives to optimize service delivery, reduce response times, and enhance customer satisfaction. Stay informed about industry trends, best practices, and emerging technologies related to customer service. Required Skills & Experience: - Leadership & Management: Proven experience in leading and developing high performing customer support teams. - Communication Skills: Exceptional verbal and written communication skills to articulate customer service policies, train staff, and handle customer interactions. - Analytical & Problem-Solving: Strong analytical skills to assess customer feedback, identify trends, and implement data-driven solutions. - Technical Proficiency: Comfortable using customer support software, CRM systems, and other technology tools essential for modern customer service operations. Qualifications: Education: Bachelor's degree in Business Administration, Management, or a related field. Experience: Minimum of 7 years in customer support or service-related roles, with at least 3 years in a managerial capacity. Why Join Zygal? - A fast-growing Cloud Video Data Platform Company. - Opportunity to shape and grow a high-impact channel partner program. - Work with cutting-edge AI-powered cloud solutions. - Competitive compensation, benefits, and career growth opportunities.

Pune

Zygal -  Head  - Customer Support 

Job Description for Zygal -  Head  - Customer Support  in DEEKSHAA INFOSYSTEMS PRIVATE LIMITED in  Pune for (7-10) years of experience. Apply Now!