Chargebee is looking for a charismatic tech-support leader to fill the role of Manager - Customer Solutions. As a Manager, you will have 15 - 25 Solutions Engineers who will rely on you to help them deliver excellence to our customer base and manage the day-to-day operations of a Service Desk, like Productivity, People Management, Customer Satisfaction & Escalations.
Your responsibilities will include but are not limited to
Manage the day-to-day operations in a 24X7 setup
Responsible for all support activities for a particular customer segment or time-zone
Handle all critical requests and escalations from customers
Work closely with all internal stakeholders like sales, Product, Engineering and Customer success, Implementations, etc., in delivering the best customer experience
Work with the QA team to continuously improve the quality of service
Provide regular feedback to engineers & responsible for Performance management
Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis
Experience in dealing with difficult employee issues and maintaining a positive and collaborative environment
Effective communication to the team to create positive interactions even when message content is difficult or critical
Experience as a people manager in support organizations
Excellent written & verbal communication skills
Strong in Analytical & Presentation skills
Ability to identify support tasks that can be automated
Collect and analyze support metrics to guide decisions about product and support quality
Should ensure a high level of quality in process deliverables
Excellent customer service attitude and lead in resolving difficult customer situations.
Experience in a SaaS or Hyper-growth customer support experience
Build and operate with good security practices.
Self-driven, proactive, hardworking, team-player
Open to work across time zones.
You will be an ideal candidate if you check 4 or more boxes
Associated with a SaaS environment
Experience in leading continuous improvement measures & methodologies
Not afraid to roll up your sleeves & get your hands dirty
Exposure to APIs and Cloud-based technologies
An influencer, interpersonal skill to bring the team together.
Able to keep up with a fast-paced environment like Chargebee
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