Senior Manager - Operations

Bengaluru, Full time

What You Will Do:


  • Managing the customer support department’s day-to-day functions.
  • Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promoting their implementation.
  • Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Managing the budget of the customer support department.


What You Should Have:

 

  • 6+ years experience in customer support, including hiring and managing a team
  • Strong verbal and written communication skills with strong customer empathy
  • Strong troubleshooting, analytical and reporting skills
  • Excellent attention to detail and organizational skills
  • Strong team player with positive attitude and multi tasking skills
  • Patience and resilience when handling tough queries

 

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