In this role, you will :

- Ensure a best-in-class customer support and claims experience and being the responsible owner of key support metrics like CSAT, TTFR, and more.

- Partner with COO, Head of Product, and Operations Lead to define use cases and requirements for a broad customer support platform including our 24/7 Claims Helpdesk, Technical Support, and more.

- Select and architect an optimal technology stack for customer support, including components such as ticketing systems, knowledge base, contact center technology, etc.

- Recruit, develop and retain a high-performing team of customer support executives and build a hiring pipeline for the same.

Requirements : 

- 6+ years experience leading Support Teams preferably at a venture-backed or rapid-growth technology company

- Strong collaborative nature and experience working in multifunctional teams

- Exceptional communication skills and the ability to translate technical topics to a non-technical audience

- Proven management experience in supporting systems that run contact center operations, customer service/technical support for customer facing digital services

- Excellent track record of project/program management involving operational processes

- Experience developing and implementing new strategies, procedures, and standardization

- Experience identifying, baselining, and tracking KPIs

- Strong analytical and problem-solving skills

- Excellent organizational skills and attention to detail

- Excellent time management skills with a proven ability to meet deadlines

- Ability to prioritize tasks and to delegate them when appropriate

- Ability to function well in a high-paced, dynamic and high growth environment

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.