International Voice Process

Job Title: Customer Support Manager

Timings- 10AM- 7PM (Monday to Friday)

About Our Client:

Our client is a dynamic startup dedicated to providing homemade solutions for hair and scalp care. Their product range includes 13-Herb Hair Oil, nourishing shampoos, scalp scrubs, and eco-friendly Neem combs. They believe in the power of traditional remedies and natural ingredients to promote healthy hair and scalp. As a growing company, they are passionate about delivering exceptional customer experiences and building lasting relationships with our customers.

Job Summary:

They are seeking a highly motivated and experienced Customer Support Manager to join their dynamic team. The ideal candidate will have a proven track record in managing customer support teams, developing strategies to enhance customer satisfaction, and driving operational excellence. As the Customer Support Manager, you will play a pivotal role in ensuring that their customers receive outstanding support and that their experiences are consistently positive.

Key Responsibilities:

• Team Leadership: Lead, mentor, and manage the customer support team to deliver exceptional service. Conduct regular training sessions and performance reviews to ensure team members meet and exceed company standards.
• Customer Experience: Develop and implement strategies to improve customer satisfaction and retention. Address and resolve complex customer issues and complaints promptly and effectively.
• Process Improvement: Identify areas for improvement in customer support processes and procedures. Implement changes to streamline operations and enhance efficiency.
• Metrics and Reporting: Monitor and analyze key performance indicators (KPIs) related to customer support. Prepare and present regular reports to senior management, highlighting trends, challenges, and opportunities.
• Cross-Functional Collaboration: Work closely with other departments, including marketing, product development, and sales, to address customer feedback and drive improvements in products and services.
• Technology Utilization: Utilize and manage customer support tools and technologies to optimize support operations. Stay current with industry trends and best practices to integrate relevant technologies.
• Customer Feedback: Collect and analyze customer feedback to gain insights into customer needs and expectations. Use this feedback to drive improvements in the customer support experience.

Requirements:

1. Minimum 1 year of experience in a customer support role.

2.Strong leadership and team management skills, with the ability to handle challenging situations with professionalism and empathy.

3. Strong problem-solving abilities and attention to detail.

4. Familiarity with customer service software and tools.

5.Passionate about working in a startup environment and contributing to the company’s growth.

6.Ability to multitask and manage time effectively.

Python Data Engineer

Job Description:

• Design, develop, and maintain database scripts and procedures to support

application requirements.

• Collaborate with software developers to integrate database scripts with

application code.

• Troubleshoot and resolve database issues in a timely manner.

• Perform database maintenance tasks, such as backups, restores, and migrations.

• Implement data security measures to protect sensitive information.

• Develop and maintain documentation for database scripts and procedures.

• Stay up-to-date with emerging technologies and best practices in database

management.

Job Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• 3+ years of Proven experience as a Database Engineer or similar role with python

• Proficiency in SQL and scripting languages such as Python or Js.

• Strong understanding of database management systems, including relational

databases (e.g., MySQL, PostgreSQL, SQL Server) and NoSQL databases (e.g.,

MongoDB, Cassandra).

• Experience with database design principles and data modelling techniques.

• Knowledge of database optimisation techniques and performance tuning.

• Familiarity with version control systems (e.g., Git) and continuous integration

tools.

• Excellent problem-solving skills and attention to detail.

• Strong communication and collaboration skills.

Job Title:- Business Development Representative (Founding member)

Job Location:- Remote

About Qrata:

Qrata matches top talent with global career opportunities from the world’s leading digital companies including some of the world’s fastest growing start-ups using qrata’s talent marketplaces. To sign-up please visit Qrata Talent Sign-Up

We are currently scouting for Business Development Representative (Founding member)

Our Client Story:

They are building new-age billing and pricing infrastructure for SaaS companies. As SaaS pricing evolves from vanilla subscription based models to more granular usage based models, billing and pricing infrastructure needs to be completely reimagined.

It is founded by two folks who sold their previous start-ups to Snapdeal and Gaana respectively. They have experience at organizations such as Google, Basepair, Elevation Capital, IIT Bombay, IIT Delhi and Harvard Business School. We are funded by marquee global investors, including Bessemer Venture Partners.

What you will do:

We are building our founding team, and are looking for:

• engineers who can optimize for quick iteration, fast deployment and having a great developer experience.
• sales, marketing and growth folks who are excited to push the envelope on GTM (go to market) innovation

You should be excited about learning and meaningfully shaping the trajectory of an early stage startup from Day 0 in its journey.

Qualification:

In order to succeed, SaaS companies need to innovate not only on product, but also GTM (go to market). An innovative, multi-pronged GTM approach is critical to stand out and attract customers.

The good part is that we are building a “pain-killer”, as opposed to a “vitamin”, which makes it much easier to sell and market 🙂 The pain is severe, the product is best in class, and the market is huge - it doesn’t get better than this.

We are selling to the mid-market and enterprise, with a fairly high touch sales process. We are setting up best-in-class sales machinery to scalably and predictably drive revenue.

What you can expect:

• Ownership and autonomy: As a founding team member, you have immense responsibility. You own and drive the execution.
• Learning: You will work on challenging problems and engage in some of the most meaningful work of your life.
• You will have to figure out our Go-To-Market playbook from scratch - channels, messaging, discovery, demos, sales cycle, personas, nurturing, partnerships etc. Expect a whole lot of iteration and first principles thinking.
• Culture:
• We don’t take ourselves too seriously, and know how to have fun :)
• Health of our team is most important to us. Balance work with life - be productive, not busy.
• Being remote first, we thrive via async communication.
• Flexibility: Remote - work from wherever you are in the world; If you prefer coming to office in person, we have a physical space in Indiranagar, Bangalore 🙂
• Compensation: We offer competitive salary with generous ESOPs
• Benefits (for full time roles):
• Health insurance
• Generous vacation policy
• Learning and development budget
• Team events and company offsites
• Maternity and Paternity benefits
• Company laptop

Duties and Responsibilities

• Analysing user requirements, writing and testing code
• Developing existing programs by analysing existing code and identifying areas for modification
• Integrating existing software products with 3^rd party applications
• Undertakes feasibility study to design software solutions.
• Formulate, approve and recommend technical specifications.
• Responsible for ensuring quality delivery and code reviews.

Skills and Requirements:

• Have a minimum 2:1 degree in Computer Science or Maths with high levels of programming and 3 years’ hands-on technical skills
• Development of Single Page Application (SPA) applications written using Angular framework
• Development experience with .Net, C#, VB.Net, ASP.Net, MVC, Java/TypeScript, HTML & CSS
• Knowledge of SOA, Web API, RESTful JSON, SOAP web services and integration concepts
• Competent Data skills with Microsoft SQL
• Version control using Git and/or Subversion
• Exposure to devOps Continuous Integration and/or Continuous Delivery is a plus
• A working knowledge of SAP is advantageous.

Person Specification:

• Ability to work on their own, to meet project timelines and drive out resolutions to problems.
• Demonstrate good problem-solving abilities with the necessary urgency & responsiveness to incidents, problems and their resolution
• An organised working practice with a mature & calm approach to all user situations
• Good communication skills & attention to detail and ability to interact with Management and be an effective team member
• Ability to write clear procedures including technical and user documentation
• A desire to learn new technical skills and technologies.

Job Title: Product Manager

Job Description

Bachelor or master’s degree in computer science or equivalent experience.
Worked as Product Owner before and took responsibility for a product or project delivery.
Well-versed with data warehouse modernization to Big Data and Cloud environments.
Good knowledge* of any of the Cloud (AWS/Azure/GCP) – Must Have
Practical experience with continuous integration and continuous delivery workflows.
Self-motivated with strong organizational/prioritization skills and ability to multi-task with close attention to detail.
Good communication skills
Experience in working within a distributed agile team
Experience in handling migration projects – Good to Have
 

*Data Ingestion, Processing, and Orchestration knowledge

Roles & Responsibilities

Responsible for coming up with innovative and novel ideas for the product.
Define product releases, features, and roadmap.
Collaborate with product teams on defining product objectives, including creating a product roadmap, delivery, market research, customer feedback, and stakeholder inputs.
Work with the Engineering teams to communicate release goals and be a part of the product lifecycle. Work closely with the UX and UI team to create the best user experience for the end customer.
Work with the Marketing team to define GTM activities.
Interface with Sales & Customer teams to identify customer needs and product gaps
Market and competition analysis activities.
Participate in the Agile ceremonies with the team, define epics, user stories, acceptance criteria
Ensure product usability from the end-user perspective

Mandatory Skills

Product Management, DWH, Big Data

Our client is India's first one-stop-shop for corporate benefits. They create mutually rewarding relationships between employers and businesses by managing corporate discounts. They enable organizations to incentivize their employees beyond just salary by providing benefits related to Travel, Entertainment, Dining, Education, Shopping and many more spheres of life.

Founded in 2014, this Gurugram based employee rewards platform is led by young founders who are UCLA alumni with experience in companies like Microsoft US, Oracle, Symantec, Amazon, and Reliance. They've partnered with over 10000+ brands across dining, shopping, entertainment, wellness and many more providing exclusive employee discounts, brands like CCD, Samsung, Lifestyle, Flipkart, PVR Cinemas, Zoomcar, OYO, Lifestyle, Mother's Pride, Max Healthcare and more. Our client is leading the $2 billion rewards market in India with 250+ corporate clients including giants like Concentrix, EY, DXC and Mphasis, and they've raised $2 million to date from prominent VCs like GrowX Ventures, Sprout Ventures, and Axilor Ventures.

As a Software Engineer - VP Front End, you will be building world-class websites using JS frameworks.

What you will do:

• Creating modern flat UI.
• Development of the front-end of our application and our public websites.
• Testing the website to ensure it is working.
• Taking ownership of the code your write & features you build.
• Pioneering product ideas, participating in the design and implementing them.
• Strengthening and improving the architecture of our front-end.
• Strengthening and improving development and releasing processes within the team.
• Collaborating with the team and communicate effectively.

What you need to have:

Experience: 2 to 7 years

• Company is developing cutting-edge technology and you will be working on a patented technology in a challenging environment with industry veterans and highly talented engineers
• Company is in an explosive growth path and now is the right time to ride-along and experience the growth from a startup to an iconic large company

Job Description :

- This role is responsible for Implementation, one of the most critical phases in a client's life cycle.

- We are looking for an experienced and driven Director, Implementation who is responsible for applying expert knowledge of implementation and large project processes while providing strategic direction to minimize time to first value for all customers.

- As the Director, Implementation, you will manage a growing team and develop processes and procedures for enterprise implementations.

Responsibilities :

- Take proactive ownership of regional implementation health.

- Create scalable processes and definitive scope around implementation services

- Implement systematic processes for tracking and reporting on the implementation status

- Maintain a highly skilled team of Implementation Managers and manage team allocation to maximize resources and output

- Direct the activities of the implementation team to meet client needs and create successful partnerships

- Lead team to complete process analysis, design/redesign of multiple workflows and processes to ensure that they are customer-focused, consistent, effective and efficient and in compliance with company standards

- Develops and manages all deliverables needed for effective implementation to include but not limited to: detailed project plan/timeline, action log, meeting notes, process/procedures and forms documentation, etc.

- Own execution of the roll-out within the allotted implementation timeframe

- Full ownership and accountability of customer satisfaction and on-time delivery throughout the Implementation phase

- Provide support to Account Executives & Sales Engineers during the Sales cycle

- Ability to speak knowledgeably on all technical integration options available within an implementation

- Facilitate hand-off from Sales to Implementation

- Connect regularly with all team members and provide strategic guidance, feedback on performance, and remediate as needed

- Monitor the progress of each account at a deeper level

- Ensure all metrics are accurate and up-to-date

- Advocate customer needs/issues cross-departmentally

- Understand and manage escalations efficiently and appropriately

- First point of contact for all inquiries on project status from executive leadership

- Recognize risks and puts remediation plans in place, interfaces directly with clients escalates to exec level when needed

- Partner with global teams on solutions, process enforcement, and overall regional health

Qualifications :

- 15-18 years of experience working with global enterprise customers in software implementation or Project Management type role at a SaaS company

- 7-10 years experience in a supervisory or managerial role; People leadership of direct and indirect reports

- Bachelor's degree;

- Previous experience as a Manager, Implementation for enterprise software

- Proven track record of successful implementation with enterprise clients

- Highly developed project management skills

- Ability to influence and guide clients through complex implementations

- Strong leadership skills; ability to lead a group of diverse individuals in a high-performance team

- Demonstrated presentation and client-facing skills

- Superior presentation skills; experience with presenting to C-level Executives

- Experience in client services/operational roles and ability to effectively counsel clients and internal business partners

- Analytical skills to determine root causes and develop solutions

- Understanding of sales, marketing, client relations roles, and their interdependence

- Demonstrated ability to adapt to a fast-paced and changing the technical environment

- Self-starter seeks out challenges

- Flexible