The Customer Support Lead/Manager will be responsible for overseeing the customer support function for our CAFM/IWMS software product. This role involves managing a team of support engineers, ensuring customer satisfaction, resolving technical issues, and maintaining high standards of service. In addition, the Customer Support Lead/Manager will handle the Client Demo Life Cycle, ensuring smooth and impactful demonstrations of the product to potential clients. The ideal candidate will have strong technical skills, excellent leadership capabilities, and a customer-first mindset.
Key Responsibilities
Customer Support Strategy
- Develop and implement customer support strategies to enhance service quality and customer satisfaction.
- Establish metrics and KPIs for measuring team performance and service efficiency.
- Drive continuous improvement in processes and workflows to optimize customer support.
Team Management
- Lead, mentor, and manage a team of support engineers to deliver world-class customer support.
- Monitor team performance, provide regular feedback, and ensure adherence to SLAs and customer satisfaction targets.
- Facilitate training and development programs for the team to enhance product knowledge and soft skills.
Customer Issue Resolution
- Ensure timely resolution of customer queries, issues, and escalations via phone, email, or ticketing system.
- Act as a point of escalation for complex or high-priority cases.
- Collaborate with other departments (e.g., Product Development, Sales, and Quality Assurance) to solve technical issues and improve product functionality.
Customer Relationship Management
- Build and maintain robust relationships with key customers.
- Regularly gather feedback and insights from customers to identify trends, challenges, and areas of improvement.
- Ensure proactive communication with customers about new features, updates, or known issues.
Technical Expertise
- Dev
📌 Customer Support Lead/Manager (Coimbatore)
🏢 SIERRA ODC
📍 Coimbatore
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