WeatherBug is hiring a
Manager, User Support

Summary

The Manager, User Support position at WeatherBug involves leading user support teams, addressing user reviews and inquiries promptly, collaborating with cross-functional teams, implementing support solutions, analyzing data for insights, leveraging automation and technology, and driving continuous improvement. The role requires a Bachelor's degree or equivalent, 5+ years of user support experience, including 2+ years in a leadership role, strong communication skills, proven leadership abilities, technical proficiency, strategic thinking, adaptability, and attention to detail.

Requirements

• Education and Experience: A Bachelor’s degree or equivalent in Business, Communications, or related field, with 5+ years of user support experience, including 2+ years in a leadership role, or 7+ years of experience without a degree, including 3+ years in a leadership role
• Communication and Customer Focus: Strong communication skills with users and cross-functional teams, prioritizing customer needs for exceptional support experiences
• Leadership and Team Management: Proven ability to inspire teams, foster innovation, and achieve departmental goals while managing resources effectively
• Technical Proficiency and Problem-Solving: Proficient in mobile app and website technologies, adept at quickly identifying and resolving user issues
• Strategic Thinking and Data-Driven Decision Making: Capacity to think strategically, utilize data for decision-making, and drive continuous improvement initiatives in user support operations
• Adaptability and Attention to Detail: Ability to adapt to changing priorities and technologies, with meticulous attention to detail in maintaining support standards and procedures

Responsibilities

• Identify User Challenges: Swiftly address user reviews and inquiries on Google Play and the Apple App Store, ensuring prompt resolutions
• Implement Support Solutions: Develop and maintain comprehensive support policies and standards to provide consistent, high-quality user assistance
• Lead Team Innovation: Mentor and empower the User Support team to excel, fostering innovation and meticulous attention to detail
• Collaborate Across Functions: Engage closely with Product Management and Engineering teams, providing insights to drive product enhancements and improvements
• Analyze Data for Insights: Utilize data analysis to track support metrics, identify trends, and optimize strategies for enhanced user engagement and satisfaction
• Leverage Automation and Technology: Oversee the integration of automation and technological advancements to streamline support processes and improve the user support experience
• Drive Continuous Improvement: Implement robust feedback mechanisms and utilize data analytics to anticipate future support needs, ensuring ongoing enhancements in user satisfaction and engagement

Benefits

• Parental leave- Maternity and Paternity
• Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays)
• In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
• Health cover for any hospitalization. Covers both nuclear family and parents
• Covid home quarantine cover
• Tele-med for free doctor consultation, discounts on health checkups and medicines
• Wellness/Gym Reimbursement
• Pet Expense Reimbursement
• Childcare Expenses and reimbursements
• Employee assistance program
• Employee referral program
• Education reimbursement program
• Skill development program
• Cell phone reimbursement (Mobile Subsidy program)
• Internet reimbursement
• Birthday treat reimbursement
• Home office set up
• Employee Provident Fund Scheme offering different tax saving options such as VPF and employee and employer contribution up to 12% Basic
• Creche reimbursement
• Co-working space reimbursement
• NPS employer match
• Meal card for tax benefit
• Special benefits on salary account