- Ensure that the team resolves the tickets within the defined SLAs
- Minimize escalations on the issues raised by the customers; become the SPOC (single point of contact) for all escalations for tickets handled by their team
- Collaborate with the Product, and Engineering teams as required to ensure tickets are resolved quickly and with quality
- Become a role model in the team to demonstrate strong product and technical understanding, and customer empathy
- Ensure that the tickets handled by the team are of the highest quality in terms of resolution, and customer satisfaction
- Design and set up the operational framework for the team to address enterprise customers in 6 months
- Optimize processes to improve the structure of the team - set up the right metrics and dashboards, reduce rework, improve turnaround time to customers, and quality of technical resolution
- Build a Knowledge Management system to not only improve the team's understanding of the issues but also enable self-serve capabilities for the customers
- Improve training and onboarding processes in the team to ensure faster ramp-up and ongoing technical upskilling of the team members
- Hire, coach, and Retain A+ Talent as per the capacity plan
- Nurture a team of highly skilled engineers by building strong frameworks for 1:1 coaching, performance management, career path framework, and individual development plan
- Continuously evaluate the team's technical skills and work to upskill the team
- Create a hiring roadmap and own hiring targets to scale the Support team as business needs grow
- Manage self and team's performance
- Knowledge and experience working with B2B SaaS products in the data/analytics space
- Strong understanding of Cloud Technologies, DB Concepts and SaaS application integration, including technical troubleshooting of these databases/applications
- Knowledge of Data Warehousing Concepts, ETL, RestAPIs, Webhooks etc.
- Excellent troubleshooting and debugging skills to resolve customer issues in a timely manner and understand customers' pain points and work with the team to resolve them
- Stakeholder management; experience working with senior, business, and technical customer stakeholders
- Expertise in SQL, Java or any other Object Oriented Programming Language
- Well-versed with Email Support operations and support processes (e.g. escalation, SLA compliance, etc.)
- Contribute to the knowledge base by creating and maintaining Technical Documentation (KB/SOP)
- Experience in mentoring and managing a team
- Strong multi-tasking abilities; able to multitask and prioritize when there are multiple competing items/asks
- Strong resilience, i.e. handling tough situations at work, e.g. escalations from customers
- Experience in implementing initiatives to align with business objectives and goals
- Excellent communication and articulation skills
- Attention to detail
- Curiosity
- Customer Obsession and Empathy
- Problem Diagnosis
- Process and Data-driven approach; provides data-driven coaching
- 8 + years of experience in technical product support roles with demonstrated success
- Work Experience: Should have experience in leading technical Product Support teams (15+ team size) for at least 2 years in Mid-size B2B Tech Product Companies (SaaS preferred), or Large-scale B2B Tech Product companies during the growth stages
- Should have experience in a technical, customer-facing role (eg. product support, professional services, etc.) as an IC for 5+ years
- Strong technical skills; experience in ETL would be a plus
Customer Experience Manager- Product Support - Pune, India - Hevo Data
Description
About Hevo
Hevo ) is a simple, intuitive, and powerful No-code Data Pipeline platform that enables companies to consolidate data from multiple software for faster analytics.
Hevo powers data analytics for 2000+ data-driven companies across multiple industry verticals including Shopify, DoorDash, Deliverr, Neo4J, Arhaus, Marqeta, and Postman. By automating complex data integration tasks, Hevo allows data teams to focus on deriving groundbreaking insights and driving their businesses forward.
Hevo's mission is simple, but bold: Build technology that is simple to adopt and easy to access so that everyone can unlock the potential of data.
Headquartered in San Francisco and with offices in India, Hevo has seen exponential growth since its inception. Hevo's revenue and customer base have expanded by a staggering 3X in just the last two years.
With total funding of $42 Mil from Sequoia India, Qualgro, and Chiratae Ventures, Hevo is now entering a new phase of hyper-growth
Hevoites are a bunch of thoughtful, helpful problem solvers, who are obsessed with making a difference in the lives of their customers, colleagues and their own individual trajectory.
If you are passionate about redefining the future of technology, then Hevo is the place for you.
Product Video:
What you'll own as CX Manager at Hevo:
Ensure top-class customer experience
Build a culture of quality
Set up systems and processes in the team
Build an A+ Support team
What you'll bring to the table
Key elements needed to succeed in this role
Ideal Candidate Persona