13/08 Vinothini
Associate - Talent Acquisition at Chargebee Technologies

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Chargebee - Lead - Customer Support (7-10 yrs)

Chennai Job Code: 86845

We are looking for a Team Leader, Customer Support in Chennai to help run the everyday operations. You will be leading a group of 8 to 10 individuals and you will work directly with the Manager of Customer Support.

At Chargebee, we do Support differently. We don't answer questions, we spend the time to understand problems and provide resolutions. We see ourselves as business consultants more than anything else and we are all about connecting with our customers as humans and doing our best to help them. And it goes without saying, Customer Experience comes

Responsibilities : 

- Manage the day-to-day operations

- Handle all internal issues and escalations. Also, provide status updates on these

- Monitor and review your team's metrics to improve functional and operational efficiency

- Identify and escalate issues efficiently and appropriately to management and across teams

- Prepare reports about your team's performance and events/incidents

- Regularly collect feedback from the team, validate them and fix problems. Escalate when necessary

- Identify the team's training and development needs, pass that on to the trainer

- Provide your manager with feedback about the team regularly

Requirements :

- A passion for customer experience

- Exceptional communication and presentation skills

- Experience working with SaaS companies (prefered)

- 3+ years of leadership experience

- An approachable and reliable person with great leadership and coaching skills

- Ability to clearly communicate goals and the direction they should be headed towards

- An effective listener who can also communicate feedback clearly and in a friendly way

- Flexibility to work in UK/US business hours and weekends

- Capable of being highly productive and independent in driving initiatives with minimal oversight from management

- A creative problem-solver, capable of making decisions when needed without relying on management

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