AiSensy - Assistant Manager - Customer Support

- Lead, mentor, and manage a team of customer support representatives.

- Conduct regular performance reviews, set KPIs, and monitor team performance.

- Identify training needs and provide ongoing development opportunities for team members.

- Ensure a seamless and high-quality customer experience by proactively addressing concerns and driving satisfaction.

- Handle escalated issues directly and resolve complex customer concerns.

- Maintain and improve self-service resources like FAQs and a knowledge base.

- Develop and scale support processes, policies, and best practices.

- Improve support efficiency and response times using data-driven insights.

- Forecast staffing needs and allocate resources to meet customer demands.

- Work closely with product and sales teams to align support operations with customer needs.

- Provide feedback to product teams based on customer insights and challenges.

- Track and analyze key support metrics such as response time, resolution rate, and customer satisfaction scores.

- Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement.

- Identify and implement process improvements to enhance support quality and customer experience.

- Stay updated on industry trends and best practices to ensure competitive support strategies.

Qualifications:.

- 5+ years of experience in customer support, with at least 1-2 years experience in managing a team (preferably in a B2B SaaS environment).

- Proven track record of managing and scaling customer support teams in fast-paced environments.

- Strong leadership, coaching, and motivational skills.

- Exceptional verbal and written communication abilities.