SMS-Magic is hiring a
Technical Customer Support Manager, Remote - India

Summary

The job is for a customer service team manager with 10+ years of experience, responsible for managing L1 and L2 support agents, creating/maintaining customer support org, defining SLAs, processes, SOPs/Solutions, lean methods, cross-team interaction, and personal goals. The role requires excellent communication skills, emotional intelligence, operational mindset, familiarity with software engineering and IT processes, passion for customer success, and the ability to work remotely.

Requirements

• 10+ Years of experience
• 5+ years experience managing 10+ person enterprise software customer service teams
• Exceptional communication and relationship building skills
• High emotional intelligence
• Proven ability to thrive in a high growth, global, virtual environment
• Deeply operational mindset
• Familiarity with software engineering and IT processes and tools
• Deep passion for customer success
• Ability to work remotely and open to work in US Shift

Responsibilities

• Full operational management of L1 and L2 support agents
• Create/Maintain customer support org to serve customers 24x5 and over weekends
• Define/Maintain right set of SLAs and work constantly to achieve customer success goals
• Define/maintain processes to install right technical/communication skill set in team members
• Define/Maintain SOPs/Solutions to increase the FR SLA
• Lean methods for maximum efficiency
• Daily ‘Pair Support’ program assignments that drives us towards a state where every agent supports every product
• Weekly progress driving customer success as measured by increased NPS scores
• Quarter over quarter improvement in team quality and productivity through weekly goal setting and execution
• Cross-functional rollouts of business wide programs to drive our customer’s success
• Participate in daily/weekly/monthly management meetings to present key hurdles/challenges/successes with core group
• Arrange regular training of new releases of products and make sure team is well equipped with guides & required materials
• Interact with Sales team to clear hurdles in key deals or offer help wherever required to close the deals