About the Role:
As a Senior Manager - Customer Support, you will respond to inbound Technical Support Requests related to the Implementation, configuration, testing & subsequent ongoing usage of CleverTap Customer engagement and retention platform, via multiple support channels viz Email, Chat, Web.
What will you do:
- Track success metrics, synthesize results for team weekly, monthly, quarterly, and annual reports, and communicate accomplishments and risks to leadership
- Develop and manage strong, collaborative relationships with product owners, Customer Experience teams, Engineering org., leadership, and other stakeholders, as needed to drive results
- Actively participate in product management/ engineering meetings to provide an overview of the customer experience, including escalations and areas of concern, as well as feedback from customers on product supportability
- Mentor and train the team to develop delivery plans that maximize customer experience and achieve higher value realization and customer satisfaction
- Set & rigorously monitor performance goals & objectives, including performance reviews
- Provide technical expertise in data analysis and metric definition in order to make recommendations that drive meaningful business outcomes
- Analyze a variety of information in order to drive strategic product operations and customer experience
- Create a positive, fun, and motivating environment to enhance employee performance and customer satisfaction
- Lead implementation of strategic initiatives that have a global outlook
- Build a strong internal & external pipeline of talent for current and future needs
What are we looking for?
- Engineering Degree (Computer Science/IT) / MCA with 5-8 years of prior work experience in SaaS or Enterprise Support platform
- Ready to work in shifts as per the requirements of the company
- Prior experience of handling a Customer support team
Must Have:
- Strong analytical skills with basic to intermediate statistical understanding
- Presentation skills
- People management
- Performance tracking and improvement
- Ability to manage a team catering to the whole world and spread across shifts
- Great communication skills to manage and negotiate with clients of multimillion-dollar contracts
- Working knowledge of a ticketing system
Good to Have:
- Experience in working with Objectives and Key Results
- Worked on projects that resulted in ticket deflection
- Android development experience
- Marketing Automation
Measures of Success:
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support Service Level Agreements
- Quality of response
Who will you report to: VP - Global Support
Who will report to you: Customer Success Engineers
Key Competencies:
Technical/ Functional:
- Analytical & Problem Solving Skills
- Strong on the products that the incumbent’s team has supported in the past
- Understanding of SaaS or Enterprise Customer Support
- Strong on Analytics and good understanding of statistics
- Good in making presentations
Behavioural Competencies:
- Has a clear and well-structured thought process and communicates effectively
- Listens actively, responsive, accepts feedback graciously
- Takes ownership of customer problem
- Objection handling and managing customer escalation
- Gives feedback to Managers
- Strong Customer Focus
- Self Starter/ Motivated
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high growth mobile technology space
- Innovate at scale, with learning opportunities
What is working at CleverTap like?
- Be a part of a global category creator - hyper growth B2B SaaS startup
- Work in a fast-paced, dynamic environment where your contribution matters
- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team
- Accountability and driving outcomes is the key to success
- Your career here is limited by you and nothing else
- Teamwork trumps individual success
- You are passionate about experience technology and its impact on enabling growth
- Innovate at scale, with learning opportunities and having fun along the way!
About the Function:
We are a team of Growth Pilots where everyone works together towards a common objective:
P : Act with First Principles
I : Take Initiative
L : Seek to Learn
O : Take Ownership of Outcomes
T : Help Achieve Together
S : Speak up then Commit
About CleverTap:
CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement.
The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.
CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John’s, and Tesco.
Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta.
For more information, visit clevertap.com or follow us on LinkedIn and X.
