Customer Support Operations Manager - Gurugram, India - BhaiFi - Reimagining Networks

Description

Company Overview:

BhaiFi Networks Private Limited is a leading provider of cutting-edge cybersecurity software solutions, dedicated to safeguarding businesses against evolving digital threats. Our flagship product is a comprehensive hybrid network security and management platform designed specifically for small and medium-sized enterprises (SMEs).

BhaiFi offers a wide range of features, including advanced firewall protection, intrusion detection and prevention, secure VPN connectivity, content filtering, and bandwidth management. With BhaiFi, businesses can secure their networks and ensure uninterrupted access to critical applications and services.

Job Description:

We are excited to announce an opportunity for a Customer Success Operations Manager to join our Network Operations Team at BhaiFi Networks. Our customer support is the cornerstone of our product, and we provide the best service in the industry. As we strive to enhance our support even further, we are seeking a dynamic leader to spearhead our support operations.

In this role, you will be responsible for leading and managing the operations of our support team. You will work closely with our Network Support teams to resolve all customer issues promptly and efficiently. Additionally, you will be actively engaged in meetings with customers to foster relationships and identify opportunities for additional business. Your role will also involve collecting Net Promoter Scores (NPS) to gauge customer satisfaction and ensure that we are consistently delivering exceptional support.

As the face of our rapidly growing company, you will play a pivotal role in shaping the customer experience and contributing to the growth of BhaiFi Networks. If you are passionate about delivering excellent customer support and are looking for an opportunity to make a significant impact, we would love to hear from you.

Roles and Responsibilities:

1. Own & execute end-to-end operations smoothly for the Network Operations Team.

2. Ensure smooth and empathetic response to customer tickets.

3. Develop & execute SOPs/SLAs.

4. Focus on customer satisfaction by ensuring that all customer issues are resolved within the stipulated time frame.

5. Contribute effectively to onboarding and training of new team members.

6. Develop goals & track KPIs for the Network Operations Team.

7. Communicate effectively, patiently and empathetically with the customers.

8. Ensure smooth customer onboarding & training.

9. Manage a smooth ticket escalation and transition process.

10. Develop and implement shift roster for the Network Operations Team as and when required.

11. Continue to learn & train.

12. Identify opportunities for upselling or cross-selling additional products or services to existing customers.

13. Develop and maintain relationships with key stakeholders, including customers, partners, and vendors.

14. Analyze customer data and metrics to identify trends and areas for improvement.

15. Collaborate with the Sales and Product teams to gather customer feedback and drive product improvements.

16. Conduct regular performance reviews and provide constructive feedback to team members.

Qualifications:

1. Bachelor's degree in engineering (B.Tech, B.E.) - IT/CS/Electronics/Electrical, etc.

2. MBA or similar qualification is preferred, with relevant industry experience.

Job Location:

Gurgaon (Work From office)

To succeed in this role – you should have the following:

1. 3+ years of experience as a team member/lead in a customer/technical/network support team.

2. Good knowledge about and hands on experience in handling customers' escalations.

3. Understanding of B2B SaaS products (previous experience in the same is preferred).

4. A technical bent of mind to understand our product better.

5. Time Management and Leadership.

6. Strong-minded and well-disciplined individual to keep the employees happy and customers satisfied.

7. Strong written and verbal communication skills (mandatory and non-negotiable).

8. The ideal candidate may or may not have experience in network support but experience in customer support is mandatory.

9. Should be able to build strong connections and rapport with CXOs, senior executives, and key decision-makers including IT Heads/Managers/Director.

Compensation and Benefits:

1. Opportunity to learn and implement the best practices in business currently.

2. A comprehensive health insurance policy (separate from CTC).

3. An employee friendly and healthy work environment.

4. Opportunities to learn and grow while working with the founders and gaining from their experiences.

5. Chance to build our startup with us and lead the most crucial team for the same.

In BhaiFi, we believe in listening, motivating and uplifting each other. Our employees will always be our priority and we are looking forward to more enthusiastic people joining us and contributing to building BhaiFi.