Mantra Technologies Private Limited Hiring for Customer Success Specialist – Team Lead at Hyderābād Full Time

Who we are:

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500apps set out with a vision to enable Small and Medium businesses to function like a fortune 500 global business by offering an entire suite of apps in one affordable bundle. Our apps reflect our passion for building world class apps and our deep understanding of our customers’ needs.

We are blessed with the patronage of millions of users around the globe over the last decade. It is our customers that propel us to do more and be more.
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Who you are:

We are looking for experienced / energetic candidates who will guide the team in all Support-related post-sales activities. Replicate and troubleshoot issues, guide the CS specialists in doing the same. Engage engineering / development teams to collaborate and drive resolution in a timely manner. Develop, document & execute customer success strategies, best practices, and customer support content. Analyze and report Customer interactions. Cross functional collaboration to develop case studies.
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What you will be doing (responsibilities):

• Customer support through real time Calls, Chats and tickets with a team of Customer Success Specialists.

• Ensure 24×5 staffing with a given head count. Hire and train new hires as needed.

• Review Calls, Tickets and Chats on a daily basis and provide feedback to / coach / develop CS Specialists on a daily basis.

• Active collaboration with the Engineering / PM team for effective and timely resolution of Escalated tickets.

• Stay abreast of app releases / versions, bug fixes, test features and share updates with the team.

• Develop new / edit existing Knowledge base articles as necessary for Customers as well as CS Specialists.

• Design, develop and implement CS P&P’s (Policies and Procedures) with cross functional collaboration.

• Handle escalations and assist in Account Management as necessary.

• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices.

• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them

• Review Customer feedback regularly in order to gain insights on product / service and take appropriate and timely action.

Skills, Qualifications, Requirements
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• Strong in Domain Hosting – CNAME Settings – MX / TXT records, EMAIL Settings – IMAP / POP, Setting up mailboxes in DNS, Mail forwarding, Email reputation management, Email Gateway providers, Integrations.

• Awareness of multiple domains like Sales, Marketing, HR, Support

• Proven work experience in Customer Success (SaaS).

• At least 4 yrs as a people manager.

• Clear communicator, Goal-oriented, assertive, hands-on problem solver.

• B-Tech with proficiency in Tech support

• Relationship-building

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Job Type: Full-time

Salary: ₹600,000.00 – ₹1,200,000.00 per year

Benefits:

• Food allowance
• Health insurance
• Leave encashment
• Life insurance
• Provident Fund

Schedule:

• Flexible shift
• Rotational shift

Supplemental Pay:

• Performance bonus
• Quarterly bonus
• Shift allowance
• Yearly bonus

Experience:

• total work: 1 year (Preferred)