Do You Make the Cut?
As a Support Manager, you will be responsible for:
- Managing the customer support department’s day-to-day functions.
- Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promote their implementation.
- Informing the team of all new information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees.
- Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy.
- Affinity for multitasking with precision.
- Proven experience as a customer support specialist, preferably within a similar environment.
- Deploy and reproduce customer issues on a lab / test environment to isolate deviation in expected against deployed product feature behavior.
- Maintain and manage customer test environments for further problem replication.
- Experience working in an agile team environment and proficient understanding of code versioning tools, such as Git
- Handle escalated issues which are usually mission critical and technically complex which of include providing timely updates and analysis.
- Creating JIRA and then Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit.
- Learn the niche features while the technology to help the internal teams ramp up.
- Creating knowledge base for Product Playbook / FAQ’s
- Being a technical lead point-of-contact for stakeholders, work with them on case trend analysis for the inputs in Product Quality Review (PQR)
- Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix.
- Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
- Review, investigate, and resolve complex technical member cases within the target SLAs
- Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
- Report on escalation trends, top issues, and improvement opportunities
- Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
- Effectively manage project scope by ensuring any changes to scope are documented and approved
- Lead, coach, and motivate project team members on a proactive basis
- Ability to work in flexible working hours/Shifts
Requirements
- Are extremely self-motivated
- Have a growth Mindset
- At least 3 years of experience as Manager role with a total of 10+ years of overall experience.
- Proven experience in a technical support management role, preferably in a global environment.
- Excellent communication and interpersonal skills, with a customer-focused mindset.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Passionate about the possibilities at the intersection of AI + Banking
- Strong in technical skills building L2/L3 level support system.
- Work with customers to troubleshoot and resolve complex software issues
- Would build the process for solving tickets on time
- Develop Support Processes of 24/7 availability.
- Dashboards and analytics for Business Review.
- Mentor junior engineers / developers in best practices, providing guidance for implementation strategies.
- Experience working with off-shore teams is required
- Experience working on a virtual/global team is required
- Good to have Banking domain experience
- Good to have experience in defining project KPI
