About CleverTap
CleverTap is a customer retention platform that helps consumer brands maximise user lifetime value. Over 8,000
companies around the world, including Vodafone, Sony, Hotstar, Carousell, Domino’s Pizza, GO-JEK, Fandango, and BookMyShow trust CleverTap to deliver personalized experiences and improve the impact of omnichannel marketing across the entire customer lifecycle. CleverTap is backed by leading venture capital firms including Sequoia lndia, Tiger Global Management,
Accel and
Recruit Holdings, and operates out of San Francisco, Seattle, London, Singapore, and Mumbai,. For more information, visit
clevertap.com or follow on
LinkedIn and
Twitter.
RoleWe are looking for a qualified support manager to join our team. You will be
responsible for leading our technical support team to provide excellent customer
service and resolve all technical issues. As a support manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
Responsibilities
· Manage the Global Support team (GST) and evaluate performance
· Ensure customer service is timely and accurate on a daily basis and the SLA’s are met
· Recruit, train and support Customer Support Engineers (CSE)
· Set specific customer service standards
· Contribute to improving customer support by actively responding to queries and handling complaints
· Establish best practices through the entire support process
· Develop daily, weekly and monthly reports on support team’s productivity
· Provide customer feedback to the appropriate internal teams, like product developers
Requirements
· Proven work experience as a support manager
· Hands on experience with help desk and CRM tool
· Experience with Jira Service Desk will be a big plus, but is not mandatory
· Solid technical background with an ability to give instructions over email to a non-technical audience
· Customer-service oriented with a problem-solving attitude
· Excellent written and verbal communications skills
· Team management skills
· Graduate in Computer Science, Information Technology or relevant field
· Should have hands on experience in Android, iOS and web technologies
Brownie points on
· If you have a habit of thinking out of the box
· If you have “Customer First” attitude
· If troubleshooting technical issues give you the adrenaline rush
· If people management excites you
· If being a team player is part of your DNA, it will be awesome having you part of this team
Life at CleverTap
We’re building a team of smart, driven, and helpful people whose goal is to assist mobile marketers and continuously improve ourselves while we’re at it. That’s not to say that we do not make time for play and even team-building activities during the week. More than a company, we’re a team of hard-working and hard-playing individuals who strive for excellence every chance we get.
Why Join Us?
· Feed your curiosity in a rich learning environment
· Diversity and inclusivity are the guiding principles driving how we recruit employees, cultivate leaders, and build a great company
· We redefine issues to discover solutions to complex problems
· Your work will impact mobile growth strategies for global brands such as Sony, Vodafone, Fandango, Go-Jek and many others, to engage and retain their users.
· We believe that autonomy and collaboration is more important than hierarchy.
· We believe that you should feel at home even when you’re in the office and to ensure that we have a fully stocked snack bar and catered lunches