Customer Success Manager at Monarch Tractors India · Hyderabad · 5 - 10 years · ₹5L - ₹15L / yr · Raised funding · Posted 27 Jun 2023
Job Summary:
We are seeking a highly skilled and experienced Customer Success Manager to build and lead our team of agents based in India. The Customer Success Manager will be responsible for building a high-performing team to ensure that our customers receive high-quality support for Monarch products over chat and phone. The primary goal of this role is to ensure high customer satisfaction and timely resolution of issues, while also empowering our customers to self-service their issues first.
Responsibilities:
- Staff and properly resource a 24/7 support organization that is available globally to meet Monarch customer needs.
- Set performance goals for the team and ensure that they are met or exceeded.
- Define and implement a scalable support model to accommodate growth and changing customer needs.
- Develop and maintain customer service procedures, policies, and standards to ensure consistency and quality of service.
- Continuously improve the support process, tools, and resources to ensure efficiency and effectiveness.
- Own the Key Performance Indicators (KPIs) for customer support and regularly report on performance against these metrics.
- Empower customers to self-service resolve their issues by providing them with the necessary resources and guidance.
- Train and coach agents on effective communication and problem-solving techniques to improve their performance.
- Build and maintain strong relationships with customers to ensure loyalty and retention.
- Collaborate with cross-functional teams, including Engineering, Product Management, Service, Delivery Operations, Manufacturing, and 3rd Party Dealers, to identify and resolve customer issues.
- Manage and maintain a positive and supportive team culture, encouraging collaboration and accountability.
Qualifications:
- Bachelor's degree in business, management, or a related field.
- Minimum of 5 years of experience in customer support or related fields.
- Experience building and managing a team of agents in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong analytical skills with the ability to analyze data, identify trends, and develop insights.
- Proficient in using customer support tools such as Zendesk, Freshdesk, or similar.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Knowledge of Agriculture Products and Farming is a plus.
- Knowledge of the Monarch product line or similar technical field is a plus.
- Flexibility to work in different time zones.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Monarch Tractors India
About
The Monarch Mission
"It is difficult to go green, when you are in the red."™
Monarch Tractor is a mission driven company that is committed to elevating farming practices to enable clean, efficient, and economically viable solutions for today’s farmers and the generations of farmers to come.
We are collaborative partners with a farmer first approach to innovation.
✔️100% Electric
✔️Driver Optional
✔️Data-Driven
Company social profiles
Similar jobs (1)
Customer Support Manager
About AbleCredit
AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.
The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IIT Bombay, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).
The Opportunity
We are looking for a Customer Support Manager to own day-to-day customer support operations and ensure our customers get fast, reliable resolutions. You will help build a scalable support function owning SLAs, triaging issues, and working closely with Implementation, Product, and Engineering to resolve and prevent customer issues.
What You Will Do?
● Own end-to-end customer support operations across chat, email, and ticketing channels.
● Track SLAs for first response and resolution times across ticket severities.
● Triage and prioritise incoming issues, resolving what you can directly and escalating complex or technical issues to Implementation, Product, or Engineering.
● Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.
● Monitor support metrics; CSAT, ticket volume, resolution time, backlog and report trends to leadership.
● Identify recurring issues and root causes, and work with Product and Engineering to drive permanent fixes.
● Personally own escalated or high-severity customer issues, ensuring timely and clear communication until resolution.
● Collaborate with Implementation and Customer Success to ensure smooth handoffs and a consistent customer experience.
● Train and onboard new support team members on product knowledge, process, and tooling.
What You Need To Succeed?
- 3-5 years of experience in customer support, technical support, or support operations, ideally in SaaS or fintech.
- Familiarity with helpdesk or ticketing tools such as Zendesk, Freshdesk, Intercom, or similar.
- Basic understanding of APIs, JSON, integrations, and SaaS product configuration, to triage technical issues effectively.
- Experience defining and tracking SLAs and support metrics such as CSAT, resolution time, and ticket volume.
- Strong problem-solving skills and the ability to stay calm and structured under pressure on escalated or high severity issues.
- Clear, structured written and verbal communication.
- Exposure to BFSI, lending, or financial services customers is a plus.
- Comfortable working in a fast-paced startup environment with evolving processes.
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon