Narvar is growing! We are hiring a strong and motivated Sr. Customer Support Manager to join the global customer support team. You will be responsible for the day-to-day operations of the Customer Support team to deliver world-class service to our clients.
You will be a thought leader in finding ways through process, people, and systems to continuously improve and innovate as the team supports the company’s growth. You will work closely with customers, team members, and cross functional teams. The ideal candidate has external technical support experience, has managed highly effective teams, and thrives in a fast-paced working environment.
Day-to-day
Manage, coach, develop and recruit the Global Product Support team and motivate the team to ensure we deliver the highest possible quality of service to Narvar customers.
Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues
Set-up, manage, and improve standards and procedures within the team
Contribute to the team strategy and lead improvement initiatives within the Support organization
Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
Review daily priorities and take appropriate action to ensure results are achieved
Remain aware of new product developments in the area of Navar and surrounding technology providing input and tactical direction to the business on customer support and support challenges
Identify and assist in the investigation of customer issues and complex technical issues
Advocate for customers and define ways to continually add value to the customer experience
Prepare and deliver performance reviews on defined business rhythm for your team
Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
Own Incident Management process, Handle and deflect Customer Escalations.
Work in close proximity with global team to own and contribute to key organizational goals
Work cross-functionally with Product and Engineering teams and suggest product improvement recommendations to provide our customers an enhanced
Operate with minimal supervision and collaborate with other team leads both locally and globally
Perform other duties as assigned
Regularly present key team metrics to the executive level
What we're looking for
Over all 11-13 years experience out of which minimum 3 Years of Experience in leading a Technical Support team in the Manager Capacity in a SAAS environment
This position is based out of Bangalore (On Site)
The role requires the candidate to work primarily East Coast USA hours and manage a 24x7 team. Open to work in a 24x7 work culture.
Highly developed professional and interpersonal skills are needed to perform the job.
Strong team building and talent management skills are required. Has a track record of building and managing specialized technical support teams.
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization.
Familiarity with systems operations and management environments within large strat and enterprise customers and/or service providers is desirable.
Track record of accomplishment and effectiveness within organizations.
Previous experience interfacing with customers in a support capacity.
Experience working with employees in different locations.
Excellent communication skills, written and verbal.
Proficiency with Microsoft Office, including Word and Excel, and adept in creating professional PowerPoint presentations.
Familiarity with CRM/ incident tracking and management systems such as Zendesk, Jira, Confluence. including Knowledge management.
Recognized Graduation degree in Engineering. MS/MBA a significant plus
Why Narvar?
We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!
From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.
Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Sr. Manager, Customer Support