
Customer Success Team Lead | US Shift | Salesforce
Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.
Skills:
- Very good communication skills
- Experience of managing customer support team of atleast 10 members for international customers.
- Good Customer facing skills
- Good experience of managing teams
- Good technology background required for understanding complex technology issues.
Responsibilities:
- Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
- Keep your team motivated.
- Keep tab on all issues which are reported by various sources
- Keep in touch with Product team for new releases and training teams according to their responsibility
- Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
- Report to management about customer success reports
- Invent/discover new channels and method to improve customer success
- Manage budgets of Customer support team requirements
- Take care of hiring and retaining customer support teams
- Do upkeep of tools used for Customer success such as fresh desk, chat etc.
Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books, recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess. You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources.
SHIFT : US Shift

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Experience: 4+ years of experience in Software Engineering or technical support roles.
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1
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incentives etc.
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because you love the company. We have only a 15 days notice period.


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i2e1 is one of the fastest growing technology start-ups in the country, founded by IIT and IIM graduates and incubated at IIT Delhi. We at i2e1 have created a platform which provides internet access to over 1.5 Million instances every month and enables offline retailers to get real time insights into their customers, locations, vicinity and industry.
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What is Technology at i2e1?
Technology plays a central role at i2e1 and delivering the best experience to users is our guiding principle. As a part of Tech team, you will get a chance to work on multiple consumer centric products like WIOM and i2e1 WiFi solutions. A typical day in tech's life at i2e1 includes- participating in daily scrums, understanding the core business challenge, leveraging tech tools to solve the problem, meeting and discussing solutions with stakeholders and working with multiple teams like Product, Design, Analytics and Marketing team to deliver outstanding experience to our users.
As a team, we collaborate on problem solving and co-create solutions together, working very closely with Product Managers, Developers and other business stakeholders. This is a unique opportunity for a passionate individual to solve real life problems through tech and build outstanding digital experiences.
If you are interested in working on challenging problems in a young high growth startup, i2e1 is the place for you.
More Details about the position:
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