This is a remote position.

Job Summary

• Guide and lead the customer support team, cultivating a cooperative and productive work environment.
  
• Offer support and coaching to junior team members, ensuring they are well-equipped with the necessary skills and resources to address customer concerns efficiently.
  
• Serve as the primary contact for resolving intricate technical challenges related to AI and SaaS products.
  
• Ensure prompt issue resolution for global clients, particularly in the USA, UK, Australia, and Canada, while maintaining exceptional service quality.
  
• Collaborate with engineering and product teams to escalate and resolve technically complex customer issues.
  
• Oversee adherence to SLAs, ensuring response and resolution timelines consistently meet or exceed client expectations.
  
• Monitor and report key performance indicators, including customer satisfaction, issue resolution rates, and response times.
  
• Evaluate recurring issues to identify patterns and implement process improvements that enhance service and product offerings.
  
• Communicate customer feedback to the product and development teams to support product innovation and improvement.
  
• Administer and improve customer support tools such as Zendesk, Freshdesk, or similar platforms.
  
• Prepare comprehensive reports detailing support performance metrics and customer satisfaction.
  
• Supervise the creation and upkeep of an extensive knowledge base, including FAQs, troubleshooting guides, and best practices.
  
• Regularly update the knowledge base with new insights from frequent customer queries or product modifications.
  
• Keep abreast of the latest advancements in AI, SaaS technologies, and customer service best practices to maintain effective support operations.

Requirements

Candidate Profile

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
  
• Possess a strong understanding of SLAs, performance metrics, and best practices in customer service.
  
• Demonstrate experience managing customer support for AI-driven products or platforms.
  

Candidate Skillset

• 5-10 years of customer support experience, preferably within AI, SaaS, or cloud-based products.
  
• Proven track record of managing and supporting global clients, particularly in the USA, UK, Australia, and Canada.
  
• Advanced technical troubleshooting capabilities with a strong grasp of SaaS products, AI technologies, and cloud-based solutions.
  
• Proficiency in using customer support platforms like Zendesk, Freshdesk, or equivalent tools.
  
• Solid leadership experience with the ability to inspire and manage a team of support professionals.
  
• Outstanding verbal and written communication skills, adept at simplifying complex technical issues for non-technical audiences.
  
• A proactive problem-solver with a focus on delivering exceptional customer satisfaction.
  
• Customer-centric mindset with the ability to tailor solutions to meet diverse client needs effectively.

Benefits

• This role offers the flexibility of working remotely in India.
  

LeewayHertz is an equal opportunity employer and does not discriminate based on race, color, religion, sex, age, disability, national origin, sexual orientation, gender identity, or any other protected status. We encourage a diverse range of applicants.