Lead Customer Support

MavenVista Technologies Pvt Ltd (An ISO 9001 & ISO 27001 certified company) is a team of procurement process experts and technology professionals. We deliver intuitive software solutions to "power"? your procurement process. A "Maven"? is a trusted expert, keen to pass the knowledge for the benefit of others, while "Vista"? is a vision for the future. Together MavenVista is a commitment to deliver a high quality, updated and innovative service to build better procurement organizations of the future. With our sole focus on Procurement Solutions, we are able to consistently develop better insights on challenges faced by the procurement fraternity in dynamically changing business environment. This constant input of knowledge enables us to upgrade our offerings on the sustainable basis to plug cost leakages for our customers through improved procurement decisions.

Manadatory Skills : Should have worked in IT Company , handled a team of min 5 People
Salary : 12 - 16 LPA
Notice Period : Immediate - 30 Days
Location ( WFH/WFO) : Ahmedabad ( WFO )
Interview process ( Virtual/ On-Site ) : HR: Telephonic Interview, Second Round: Dep Head
Interview Rounds : Max 3
Gender preference : Female
Total and Relevant year of experience : Min 7 years
Department: Customer Support

Position Overview: The Head of Customer Support will lead and manage the customer support operations, ensuring the highest level of customer satisfaction. This role involves strategic planning, team management, and developing customer support processes that align with the company's goals and values.

Key Responsibilities:

1. Leadership and Strategy:
Lead the customer support team by fostering a collaborative and customer-centric environment.
Develop and implement strategic plans to enhance customer support operations and improve customer satisfaction.

2. Customer Support Operations:
Oversee the daily operations of the customer support team, ensuring efficient and effective resolution of customer issues.
Establish and monitor key performance indicators (KPIs) to track and improve team performance.

3. Team Management:
Recruit, mentor, and motivate the customer support team to deliver exceptional service.
Conduct regular performance reviews and provide constructive feedback to team members.

4. Customer Relationship Management:
Develop and maintain strong relationships with key customers to understand their needs and ensure their satisfaction.
Handle escalated customer issues and work towards prompt resolution.

5. Process Improvement:
Identify areas for improvement in customer support processes and implement changes to enhance efficiency and effectiveness.
Stay updated on industry trends and best practices to continuously improve customer support operations.

6. Collaboration:
Work closely with the Sales, Marketing, Product, and IT teams to ensure a seamless customer experience.
Provide feedback to the product team on customer pain points and suggest enhancements.

7. Reporting:
Prepare and present regular reports on customer support activities, team performance, and customer satisfaction metrics to the executive team.

Core Skills:
Excellent leadership and team management skills.
Strong customer service orientation with a passion for delivering exceptional support.
Ability to develop and implement effective customer support strategies.
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.

Technical Skills:
Proficiency in customer support software and tools.
Familiarity with CRM systems and customer support metrics.
Ability to analyse data and generate actionable insights.

Behaviour Skills and Qualifications:
Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
Proven experience in a leadership role in customer support or a similar function.
Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization.
Strong understanding of SaaS business operations and the unique challenges of supporting SaaS solutions.

What We Offer:
A dynamic and challenging work environment with ample opportunities for professional growth and advancement.
Competitive salary with a robust benefits package.
A culture that values innovation, reliability, and a strong customer focus.