Senior Product Manager

Opportunity

As a Technical Support Specialist, you will provide the highest level of support to every customer, through every interaction. You will work closely with other teams (onboarding, customer success, and engineering) to ensure that customer accounts have the technical support necessary to be set up for success. You will manage and troubleshoot third-party integrations, build and use technology resources for the Customer Experience and Solutions team, and act as an escalation point for the rest of the team.

We’re looking for someone who is highly-motivated and detail-oriented. You’re also passionate about people as much as you are about getting your work done. You have a natural fluidity and thoughtfulness to your written and verbal communication with customers. On top of that, you’re incredibly organized, handling multiple responsibilities at the same time without letting a single ball drop. 

Our perfect team member has a customer-first attitude with a strong sense of empathy. More importantly, you have a natural curiosity and aptitude for technology and can quickly learn how to use new tools.

Past experience in technical customer support (email, phone, chat or live) is definitely a plus. If this sounds like you, we’d love to hear from you!

Responsibilities

• You will be the face of QDC, handling inbound interactions through (chat, email, phone and remote session)
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close tickets in pre-defined SLA.
• Reproduce customer issues and log tickets to be solved by the engineering team.
• Guide users on product features and train them to use it effectively.
• Build and maintain the resources required for technical support. (Walkthrough, set up guides, help tutorials, emails, and video tutorials)
• Take handover from the onboarding team by understanding customers' persona, their pain points, and expectation. 
• Rigorously measure support SLA & metrics and improve it continuously.
• Maintain regular communications with customers about new feature developments and enhancements to the product. 
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.

What you can expect in the next 12 months

Within 1 month

• You should have acquired a good knowledge of the laundry domain, QDC product, and process that we follow.
• Have a one-one chat with every member of the Quick Dry Cleaning team so you get to know everyone well and understand each other.
• You should have gone through at least 3 onboarding and sales experience in the buddy system.
• You should have spent a day at the laundry store to get live hands-on experience.
• You should be able to configure SMS API’s for national and international clients.
• Learn how to access and use all internal tools, including Google Apps, Zoho Desk, JIRA, Sales-IQ, CRM and reverse-shadow in each tool. 
• Shadow other Customer Support Representatives (CSRs) handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing simple tickets with a CSR shadowing you. 

Within 3 months

• Independently handle hardware integration and support. 
• Become QDC expert through training and customer interaction, building a solid understanding of each feature and best practices for how to use them; handle 80% of all inbound Technical Support interactions without assistance through resolution or escalation; be able to provide creative solutions to users.

Within 6 months

• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average; help maintain all service and support content including process documentation, videos, email macros, training manuals and help articles.

Within 12 months

• Help interview, onboard and train incoming team members.
• Proactively identify, pilot and implement ways to increase efficiency in Technical Support processes; assess results and refine.

What an ideal candidate looks like?

• At least 2+ years of work experience in a customer-facing role such as Customer Support, Account Management, Sales, Corporate Training, etc. 
• Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
• Ability to understand a software product and its nuances very well.
• Experience managing customer interactions effectively.
• Previous B2B SaaS and enterprise software experience.
• Excellent written and verbal communication skills.
• Ready to work in US Shift in the future when required.

What are we looking for?

Attitude

Skills

• Empathy
• Positive Attitude
• Patience
• Organized
• Process Driven
• Coachable
• Metrics Driven
• Attentive and Listening Skills
• Ability to explain in uncomplicated/ simple language

About Quick Dry Cleaning

We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.

We believe in 

• Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adopt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like these.
• Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups building value SaaS
• Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.

Our impact so far

• 3 Billion garments processed through QDC Dry Cleaning Cloud
• 47 countries
• 1000+ Paid subscribers
• 5000+ Users
• All this could be achieved with a nimble team of 20 from our single office in Noida

Why join QDC?

• Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
• Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth it when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
• Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
• Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable in our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience Monday blues rather we have Monday excitement.

Data Scientist-

We are looking for an experienced Data Scientists to join our engineering team and

help us enhance our mobile application with data. In this role, we're looking for

people who are passionate about developing ML/AI in various domains that solves

enterprise problems. We are keen on hiring someone who loves working in fast paced start-up environment and looking to solve some challenging engineering

problems.

As one of the earliest members in engineering, you will have the flexibility to design

the models and architecture from ground up. As any early-stage start-up, we expect

you to be comfortable wearing various hats, and be proactive contributor in building

something truly remarkable.

Responsibilities

Researches, develops and maintains machine learning and statistical models for

business requirements

Work across the spectrum of statistical modelling including supervised,

unsupervised, & deep learning techniques to apply the right level of solution to

the right problem Coordinate with different functional teams to monitor outcomes and refine/

improve the machine learning models Implements models to uncover patterns and predictions creating business value and innovation

Identify unexplored data opportunities for the business to unlock and maximize

the potential of digital data within the organization

Develop NLP concepts and algorithms to classify and summarize structured/unstructured text data

Qualifications

3+ years of experience solving complex business problems using machine

learning.

Fluency in programming languages such as Python, NLP and Bert, is a must

Strong analytical and critical thinking skills

Experience in building production quality models using state-of-the-art technologies 

Familiarity with databases like MySQL, Oracle, SQL Server, NoSQL, etc. is

desirable Ability to collaborate on projects and work independently when required.

Previous experience in Fintech/payments domain is a bonus

You should have Bachelor’s or Master’s degree in Computer Science, Statistics

or Mathematics or another quantitative field from a top tier Institute

1. Experience in working with both manual and tag management analytics implantations and common troubleshooting tools, including Developer Tools, Tag Assistant, or GA Debug
2. Experience with analytics strategies across multiple sites and apps, diverse platforms, and high-traffic sites preferred.
3. Knowledge of general Web best practices in SEM, SEO, and UX
4. Knowledge of Web markup and front-end Web development in HTML5, CSS3, or JavaScript
5. Ability to communicate with developers in a meaningful way.
6. Have the technical and communication skills to clearly communicate the processes and tasks to make full use of tag management and tags.

• Designing and developing user interfaces using angularJS best practices.
• Adapting interface for modern internet applications using the latest front-end technologies.
• Writing JavaScript, CSS, and HTML.
• Developing product analysis tasks.
• Making complex technical and design decisions for AngularJS projects.
• Developing application codes and unit tests in AngularJS, Java Technologies, and Rest Web Services.
• Conducting performance tests.
• Consulting with the design team.
• Ensuring high performance of applications and providing support.

• Good hands-on and experience in Ruby on Rails, NodeJS and React/Angular/VueJs
• Knowledge of an SQL Database like MYSQL, Postgres.
• Basic Knowledge of programming in basic data structures and algorithms.
• You should have good experience working with relational and non-relational databases. We use Postgres and Cassandra.
• Good knowledge of version management with git.
• Awareness of TDD.
• CI/CD knowledge would be a huge advantage
• Will to design and maintain large scale distributed systems.

• Write high quality code in ReactJS using TypeScript or JSX that is easy to maintain and test.
• Participate in an Agile environment using Scrum software development practices, Automated unit testing, Continuous integration, Code reviews, Version control systems, Automated build processes. Raise issues proactively that might impact delivery commitments.
• Fix production issues and maintain the code as needed .

• BS degree in CS or equivalent work experience 5+ years professional experience building single page applications in ReactJS using TypeScript or JSX with extensive experience working with HTML5 and CSS3.
• Experience working with cross-browser behaviors and quirks.

• Passion for new technologies. Product development experience building large scale web applications.
• Experience designing and developing highly scalable consumer facing web application. Care deeply about writing high-performance, reusable code for components that will be used across our product.
• GraphQL experience is preferred.