Manager Customer Solutions - Remote ( Any location In India )

Remote   |   Full Time

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 business and operational excellence of our solutions organization
  • 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

Required Skills/Experience

  • Managerial experience preferably in technical customer support organizations
  • 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

  1. Spent a few years leading a team in Product/Tech Support preferably in a B2B 
  2. Associated with a SaaS environment

  3. Experience in leading continuous improvement measures & methodologies

  4. Not afraid to roll up your sleeves & get your hands dirty

  5. Exposure to APIs and Cloud-based  technologies

  6. An influencer, interpersonal skill to bring the team together.

  7. Able to keep up with a fast-paced environment like Chargebee

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

Let’s talk

apply with your résumé to get
the conversation started

Submit Your Application

You have successfully applied
  • You have errors in applying