Customer Success Team Lead | US Shift | Salesforce

Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.

Skills:

Very good communication skills

Experience of managing customer support team of atleast 10 members for international customers.

Good Customer facing skills

Good experience of managing teams

Good technology background required for understanding complex technology issues.

Responsibilities:

Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.

Keep your team motivated.

Keep tab on all issues which are reported by various sources

Keep in touch with Product team for new releases and training teams according to their responsibility

Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality

Report to management about customer success reports

Invent/discover new channels and method to improve customer success

Manage  budgets of Customer support team requirements

Take care of hiring and retaining customer support teams

Do upkeep of tools used for Customer success such as fresh desk, chat etc.

Information Security Responsibilities:You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources.

SHIFT : US Shift