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Customer Support Manager

Job Description
Position: Customer Support Manager (subject to change basis the experience & expertise)

Industry: FinTech, Ecommerce, E-Taxation

 
Employment Type: Full-time

Job Functions: Customer Support, Process Engineering

Job Purpose

Lead the in-house customer support function comprising of a team of Customer Support agents which provides high quality customer support to prospects and existing customers.

Indicative Roles & Responsibilities

Responsible to develop the customer service policy and implementing the same, Improves customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing changes.
Get things done through a matrix organization structure by virtue of leading the customer support team.
Maximizes customer operational performance by providing customer support resources and resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing.
Making sure of SLA adherence; Ensure consistent application of Company and industry standards thought out the implementation
Set processes to handle all customer queries through any channel be it voice or email or in person Direct, train, and instruct and oversee the daily performance of customer service staff
Strategic Advisory to management for better services and better customer experience.
Ensure accurate and efficient process delivery. Ensure high quality of service delivery. Monitor front-end operations, respond as needed.
Investigating and solving customers' problems, which may be complex or long-standing problems to foster and strengthen customer loyalty.
Ability to influence decisions by logical reasoning based problem solving approach
Handling entire customer support operations and managing customer life cycle.
Integration of Customer Service escalations system with Ops dashboard
Best-in-class delivery experience for customers; Value added services and Customer Delight
Responsible for cost savings with zero impact on operations; Coordinating with internal BUs to minimize escalations.

Experience

Experience in Customer Support Profile preferably in the Internet space (Knowledge or exposure in the taxation space will be added plus).

Qualifications

MBA or equivalent will be desirable; hands-on relevant exposure with any degree is very much eligible for the requisition.

Skill Sets / Requirements

Strong problem solving, analytical, Prioritization skills with an eye for detail
Team/People Management Skills with Customer Management/Support expertise.
Excellent communication and presentation skills.
Process Engineering approach.
Strong analytical and communication skills.
Ability to Handle team of 15-20 customer support agents.
Situational Leadership.
Strong Customer Orientation.

Background

Founded in the year 2010, ClearTax is India's fastest growing Tax & Compliance software company. We're a technology company helping people, enterprises & companies and the government with tax and compliance. We were incubated in Y Combinator and are funded by Silicon Valley investors, including PayPal co-founders Peter Theil's Founders Fund, Max Levchin and also by Scott Banister, who was an early investor in Facebook and Uber. ClearTax has raised $15.5 Million till date with investors including Sequoia Capital and SAIF Partners. Our aim is to delight our customers with simplicity, accuracy and getting rid of the notion that taxes are complex. ClearTax is a product by Defmacro Software Pvt Ltd.

Specialties

Indian Taxation, Income Tax Returns, electronic filing of Income Tax Returns, Chartered Accountant Tax Software, TDS, Compliance, and Tax Deduction at Source

Pls logon to (https://cleartax.in) for more details about us.

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