About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
About the Role:
This is a Senior Leadership role where you will be responsible for building and managing teams and processes for the Saas Support function with the goal to provide best-in-class Support to our Customers.
Responsibilities:
- As the Director of Saas Support, you will be responsible for setting up and managing the end-to-end Saas Support for our Tachyon Saas customers ie Banks and Fintechs, in the US. This would require you to:-
- Drive the vision for Customer Experience at Zeta Tachyon across Inbound and Outbound customer channels including social media channels
- Build and manage a team in India as well as in the US
- Recruit, train and build professional development plans for your team members
- Track and review the performance of the team on a consistent basis, conduct feedback sessions with team members
- Understand the Tachyon Platform and capabilities in detail and train your team on the same so that they can assist the Customer with queries about Product configurations, integrations and data transfers
- Own the resolution of the query for the Customer for all scenarios which are not deemed as incidents. There will be a separate team which will be handling production incidents
- This will be a Technical Support role where your team would be required to understand the Customer query and do an initial debugging to identify the root cause (functionally) using dashboards, sifting through logs, wiring SQL queries, testing APIs out etc.
- Own online and offline support documentation and work with marketing and product to ensure it is updated
- Establish formal service-level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards
- Measure the effectiveness of the Support provided by your team using KPIs and Metrics around response times, response quality and effectiveness of the documentation. Publish these internally and externally. Your OKRs will revolve around these KPIs
- Constantly improve the percentage of Customer queries answered by guiding them to the online documentation and the percentage of queries answered by the Support team using the offline documentation or the knowledge base
- Conduct timely reviews with our Clients and gather feedback to track the overall NPS score of our Clients and take KRs to improve them quarterly
Skills & Education:
- Logically strong first principles thinker
- Passionate about process improvement
- Hands-on with tooling and research
- Good stakeholder management and interpersonal skills
- Data-oriented
- Bias for action
- Well-versed with technical skills required for debugging technical issues
- Familiarity with technical tools for API testing, debugging, monitoring and alerting
- Ability and reason out logically with technical teams
- Outstanding written and verbal communication skills
- Deep Customer Support expertise
- Excellent interpersonal, organizational, leadership and mentoring ability
- Rigorous attention to detail
- Ability to thrive in ambiguous business environments and scale with limited resources
- BE/BTech is a must
Experience:
- 12+ years of overall experience
- 8+ years of experience building and leading teams that deliver exceptional technical customer support
- 5+ years of experience in leading Customer Support for a Technical Saas product to the US clients
- Prior experience in coding is a huge plus
- Target products or companies could be Zoho, Freshdesk, Salesforce and other Saas products
- Demonstrated ability to hire, promote and develop talent
- Demonstrable expertise in defining SLAs and building processes to ensure adherence.
- Fundamental knowledge of internet technology and functionally applicable software to infer statistical data
- Should be ready to travel within India & overseas, as required
Zeta is an equal opportunity employer
At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or other special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities.
