Senior Manager - Global Support, CleverTap

Senior Manager - Global Support

CleverTap

Location:

India, Mumbai

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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
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

Nice to have:

Experience in working with Objectives and Key Results
Worked on projects that resulted in ticket deflection
Android development experience
Marketing Automation

Additional Information:

Job Posted:

March 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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