Sales Incharge

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.

Frontend Engineer - Angular Developer

The Impact you will create in the Job:

Design and build beautiful UI’s using the Angular framework

As an individual contributor, you will tackle some of our broadest technical challenges that requires deep technical knowledge, hands-on software development and seamless collaboration with all functions.

You will envision and develop features that are highly reliable and fault tolerant to deliver a superior customer experience.

You will get an opportunity to work with some of the best talent while learning from various highly-functional teams in the company.

Explore and design dynamic and compelling consumer experiences.

Work closely with the front-end team to implement versatile front-end solutions while embracing emerging technologies and pushing the limits of what a browser can do.

Suggest and implement improvements to existing product interfaces.

Ensure that all the assigned systems are performing to scale.

Command an impressive portfolio of the latest UI technologies

You will also collaborate with cross-functional teams to meet deliverables throughout the software development lifecycle and continuously identify areas of improvement.

What we look for?

Bachelor’s/Master’s degree in Computer Science/IT.

3-7 years of experience in designing and implementing high-performance web applications.

Proven expertise in front-end development and Angular.

Strong Knowledge in Angular 6/8 (Latest Version preferred).

Solid understanding of HTML/HTML5, CSS/CSS3, JQuery/JavaScript.

Proficiency working with REST API and JSON API.

Experience working on Reactive based forms.

Knowledge of NgRx.

Must be a self-starter and keen to explore new solutions.

Excellent team working and collaboration skills.

Solution oriented approach.

Good Hands-on in Linux OS, Git versioning.

Comfortable with tackling ambiguous problems and unblocking yourself.

Java Backend Engineer - Fintech Rocketship Pilot

Distributed systems, scalability, reliability, robustness, security, quality, building responsive real time systems - do these terms get your adrenaline high? Come be a part of a high growth, fast paced engineering team building for India’s new generation.

We have an open culture, you take responsibility and ownership of what you do. No bureaucracy. No bullsh*t.

If you are up for big engineering challenges, personal and professional growth, then let’s join forces!

You’ll fit right in if you have - 2-3 years of experience building, running and maintaining production services Strong with Java and JVM based services along with PostgreSQL Comfortable working with multiple cloud providers: mainly GCP and AWS Comfortable with CI and CD tools and best practices Done TDD and values TDD

Good to have –

Responsibilities:

• Design and deliver scalable web services, APIs and backend data modules.
• Understand requirements and develop reusable code using design patterns & component architecture and write unit test cases
• Collaborate with product management and engineering teams to elicit and understand the requirements and develop solutions
• Stay current with latest tools, technology ideas and methodologies; share knowledge by clearly articulating results and ideas to key decision makers.

Required Qualifications:

• 6+ years of experience writing multithreaded programs running in Java
• Experience on Java, Spring Boot,, Apache Nifi ,  workingDocker, EKS, Azkaban, Jenkins
• Experience with Git and build tools like Gradle/Maven/SBT.
• Strong understanding of object-oriented design, data structures, algorithms, profiling, and optimization.
• Have elegant, readable, maintainable and extensible code style.
• Experience on AWS is preferable
• Knowledge on top algorithms like sorting, heap/stack, queue, search, etc.
• Familiarity with test-driven development
• Thrive in a fast-paced environment, with ability to deliver code of quality quickly.
• Attention to details. Strong communication and collaboration skills.
• BS in Computer Science or equivalent

• Back-end software development
• Software engineering and designing data models and write effective APIs
• Working together with engineers and product teams
• Understanding business use cases and requirements for different internal teams
• Maintenance of existing projects and New feature development
• Consume and integrate classifier/ ML snippets from Data science team

What we are looking for:

• 2+ years of industry experience with the Python and Django framework.
• Degree in Computer Science or related field
• Good analytical skills with strong fundamentals of data structures and algorithms
• Experience building backend services with hands-on experience through all stages of Agile software development life cycle. 
• Ability to write optimized codes,debug programs, and integrate applications with third party tools by developing various APIs
• Experience with Databases.
• Experience with writing REST-APIs.
• Prototyping initial collection and leveraging existing tools and/or creating new tools
• Experience working different types of datasets (e.g. unstructured, semi-structured, with missing information)
• Ability to think critically and creatively in a dynamic environment, while picking up new tools and domain knowledge along the way
• A positive attitude, and a growth mindset

Bonus:

• Experience with relevant Python libraries such as Requests, sklearn, Selenium
• Hands on experience in Machine learning implementations
• Experience with Cloud infrastructure (e.g. AWS) and relevant microservices
• Good Humor

• Should have experience in both sales (hunting) and Account Management (Farming)
• Should have a track record of managing an account for more than 4-7 years with the growth record
• Should possess excellent oral and written communication skills
• Should be willing to have short trips to US / UK for 4 - 7 times a year
• Should have a very good understanding of Technology services
• Should have managed multiple customers/clients
• Exposure to project/ program management would be desirable

Responsibilities:

• Establish productive, professional relationships with key personnel in assigned accounts.
• Build a deep understanding of the assigned account's business and identify potential opportunities.
• Build the pipeline for the existing and new services.
• Be the Primary contact to the assigned account and ensure the relationship is built at all levels.
• Coordinate the involvement of company resources, including delivery, support functions, and management team to meet the account performance objectives and customer expectations.
• Proactively assess, clarify, and validate customer needs on an ongoing basis.
• Responsible for Customer Satisfaction and work with the counterpart on the delivery side
• Own the account and perform the Account Analytics to be able to create growth
• Make sure the CRM is up to date.
• Ensure Account level metrics exist and run a monthly/quarterly steering committee meeting with the stakeholders on both sides
• Own the contract process with all the accounts
• Ensure the client has the complete visibility of all the Aspire services with periodic updates
• Meets assigned targets for profitability and strategic objectives in assigned accounts.
• Ensure compliance to the Account Management process as defined by the company

Accountabilities and Performance measures:

• Achieves assigned targets in the designated accounts.
• Meets assigned expectations for profitability.
• Ensure the collections are done on time (DSO is a metric)
• Achieves strategic customer objectives defined by company management.
• Completes strategic customer account plans that meet company standards.
• Work timing would be aligned to the respective geography.

Key communication points:

• Within Aspire: Senior Management, Service Line Heads and Managers, Project Managers of the assigned accounts, Marketing teams
• Customer Side: CXO, VPs, Product Managers
• Maintains high customer satisfaction ratings (CSAT) that meet company expectations.