- Onboarding: Ensure smooth onboarding of new customers/clients also Ensure timely delivery of customized features committed to specific clients Ticket Management: Oversee the handling and resolving of customer inquiries and issues through various channels (email, Tawk.to chat, phone, and support tools).
- Escalation Handling: Manage and resolve escalated customer issues, ensuring high satisfaction.
- Customer Feedback: Gather and analyze customer feedback to identify areas for improvement.
- Customer Satisfaction: Implement strategies to improve customer satisfaction and loyalty.
- Customer Advocacy: Act as a voice for the customer within the company, ensuring their needs and concerns are addressed.
- Knowledge Base Management: Maintain and update a comprehensive knowledge base for both customers and support agents.
- Metrics and KPIs: Track and report on key performance indicators (KPIs) such as ticket volume, response time, resolution time, and customer satisfaction scores.
- Insights and Recommendations: Provide insights and recommendations based on support data to inform business decisions.
- Cross-Department Coordination: Work closely with product, development, sales, and marketing teams to ensure a seamless customer experience.
- Feedback Loop: Ensure customer feedback is communicated to relevant teams for product improvement and feature requests.
- Monthly Feedback Meetings: Schedule a monthly meeting with the clients to understand their issues/needs to manage a smooth and longer relationship with the client.
- Sales mindset: Proactively identify and recommend additional products or services that meet customer needs, while maintaining a customer-centric approach to build trust and enhance overall satisfaction.
Customer Support Manager
Job type | Full time
Openings :- 1
Exp: 2-4 years
Responsibilities
Required Skills and Qualifications:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- 2+ years of experience in customer support or customer success roles, with at least 1 year in a managerial position.
- Experience with SaaS products and an understanding of the SaaS business model and metrics.
- Proficiency with customer support software and CRM tools
- Excellent communication and interpersonal skills to effectively interact with customers, stakeholders, and team members.
- Ability to analyze customer data and feedback to identify trends and areas for improvement.
- Strong problem-solving skills and the ability to handle high-pressure situations with a calm and methodical approach.
- Passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points.
- Willingness to work flexible hours to accommodate different time zones.
- Knowledge of sales techniques and the ability to identify and act on upsell and cross-sell opportunities within customer interactions.
Shift Timings:
Morning Shift
Testimonials
Our Happy Customers
The solution has saved the partner's time and allows them to easily manage their database. Knovator Technologies is responsive and makes themself available for around-the-clock support. They're communicative, attentive to requirement details, and treat the partner with genuine, familial-like care.
Knovator delivered a functional platform that has garnered nearly 40,000 subscribers in just four months, which internal stakeholders note is particularly impressive for India. The team adhered to the budget and often outpaced time estimates. They provided daily, weekly, and monthly plans.
It was a pleasure to work with Knovator. They were hired to update my website and he did extensive research on the industry that I am in. He even took the persona of a prospective customer and asked questions that I had not thought of. Very refreshing. He is trustworthy and reliable does what he says he will do. Thanks to Upwork too, I have been looking for a Web Designer for months and could not find one that had the energy and enthusiasm for what my business.
We have been working with Knovator for the last one year and their team is extremely talented. They take ownership of the project and deliver on time. They maintain very good communication throughout and have a very collaborative approach to building new technology. We see them as an extension of our team and we are very happy to recommend them to anyone looking for a talented and dedicated tech partner.
Knovator Technologies developed and delivered the project according to the client’s proposed timeline. They had a smooth workflow and utilized communication tools to improve contact. The team fulfilled all of the client’s expectations.
The job board delivery was spot-on in terms of timeline. The communication throughout the project was excellent. The team kept us informed at every step of the process, ensuring that we were always in the loop and aware of the progress being made.
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General FAQ’s
Frequently asked question
Knovator builds high-performing sites across various industries.To deliver the best, our website developers are equipped with the best and robust technologies including Node, React, PHP, Laravel and WordPress.
Knovator builds high-performing sites across various industries.To deliver the best, our website developers are equipped with the best and robust technologies including Node, React, PHP, Laravel and WordPress.
Knovator builds high-performing sites across various industries.To deliver the best, our website developers are equipped with the best and robust technologies including Node, React, PHP, Laravel and WordPress.
Knovator builds high-performing sites across various industries.To deliver the best, our website developers are equipped with the best and robust technologies including Node, React, PHP, Laravel and WordPress.
Knovator builds high-performing sites across various industries.To deliver the best, our website developers are equipped with the best and robust technologies including Node, React, PHP, Laravel and WordPress.
