Xeeva Hiring for Manager, Customer Support (Results Desk) at Remote Full Time

Manager, Customer Support

Reports to: VP Professional Services

Job Location: Permanent Remote or Bhopal, India

TO APPLY: Applicants must apply through our jobs portal found at www.xeeva.com/careers. Click the job role, then ‘Start Your Application’. Those who complete our application of employment will be considered. Resumes submitted through third-party websites may not receive consideration for the role.

At Xeeva, we are disrupting the procurement marketplace with supply chain analytics that drive value and save money. Our industry-leading software enables highly accurate and actionable insights that deliver ROI, cost savings, and best practices on indirect spend across the enterprise. Whether spend analytics, AI-powered data enrichment, strategic sourcing, or more control over the actual procurement process itself, Xeeva has the X factor to make procurement operations smarter.

Xeeva is looking for enthusiastic and talented individuals who are passionate for and have experience in cloud software and leading customer support teams. You will work as part of the Xeeva Senior Leadership team to manage the Level 1 Customer Support Team and interact with customers and partners.

Important Things You Will Do:

• Lead team of about 12 Level 1 help desk staff located in India and the U.S.
• Prepare and review key metrics and KPI’s weekly, manage team based on KPI’s with an emphasis on timely issue resolution, customer satisfaction and quality.
• Handle or oversee customer escalations and Severity-1 incidents.
• Interact with customer end-users for specific cases.
• Coordinate with Xeeva Product/Development team on product issues/enhancements/change requests.
• Experienced in leading a diverse team across different time zones.
• Help team members to learn and grow professionally.
• Familiar and fluent with tools like ZenDesk, Jira/Confluence, MS SharePoint, MS Office, SmartSheet.

Our Ideal Candidate (with a combination of education and work experience):

• Ability to multi-task in a fast-paced working environment
• Strong leadership, managerial and organization skills
• Strong analytical and troubleshooting skills
• Strong written and verbal communication skills
• Bachelor’s degree
• 5+ years of Customer Support experience
• 2+ years of leading teams

Career Management:

Xeeva employs a career laddering framework that supports our valuable employees in progressing in their careers with us. The structure allows for fair and workable advancement opportunities in the organization and for smooth transitions in and from career paths. The following details apply to this role:

• Level: 03– Core Contributor
• Role Designation: Manager, Customer Support
• Path: Professional Services

Benefits Include:

Benefits include generous paid time off, flexible scheduling/work from home during Pandemic, health insurance benefits covering dependent family members, term life insurance, paid time off (casual, earned, covid, family care, self-marriage, bereavement, and other leave benefits per government norms), gratuity and wellness benefits, casual dress, and paid holidays. Internet Allowance will be paid during Work from Home.

Candidates for this role should be prepared to meet in person on a regular basis in Bhopal, Madhya Pradesh. Though Xeeva, Inc. is a remote-first work organization, it recognizes the desire of employees to meet on a regular basis and therefore collaborative workspace is provided.

During the COVID-19 global pandemic, Xeeva responded to the safety of our employees by ensuring a work-from-home arrangement was made for everyone across the globe. As we begin to return to normal operations, we are employing a hybrid work model. Some roles may require the employee to report to a local office location and some may be remote 100% of the time. Candidates should note the “Job Location” and “Work Conditions” of the role noted on the job description before applying.

At the time, we are unable to consider candidates that are based outside of India or the United States. No agency submissions,