A.M Customer Support (Assistant Manager Customer Support)

About AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, Physicswallah, and Cosco grow their revenues via WhatsApp. • Enabling 120,000+ Businesses with WhatsApp Engagement & Marketing • 800 Crores+ WhatsApp Messages exchanged between Businesses and Users via AiSensy per year • Working with top brands like Delhi Transport Corporation, Vivo, Physicswallah & more • High Impact as Businesses drive 25-80% Revenues using AiSensy Platform • Mission-Driven and Growth Stage Startup backed by Marsshot.vc, Bluelotus.vc & 50+ Angel Investors. Responsibilities : • Lead the support team, ensuring a seamless and high-quality customer experience. • Develop and scale support operations to efficiently meet growing customer needs. • Drive customer satisfaction, loyalty, and retention through proactive support. • Lead, mentor, and manage a team of customer support representatives. • Set KPIs, monitor team performance, and conduct regular performance reviews. • Identify training needs and provide ongoing development for team members. • Develop scalable support processes, policies, and best practices. • Improve support efficiency and response times based on analytics and customer feedback. • Collaborate closely with product and sales teams to align support operations with customer needs. • Handle escalated issues directly and resolve complex customer concerns to enhance satisfaction. • Maintain a knowledge base, FAQs, and other self-service resources for customer empowerment. • Conduct regular satisfaction surveys, analyze feedback, and act on insights to improve customer satisfaction. • Track and analyze key support metrics, such as response time, resolution rate, and customer satisfaction scores. • Prepare weekly and monthly reports highlighting trends, insights, and areas for improvement. • Forecast staffing needs and allocate resources to meet customer demands. • Identify and implement process improvements to enhance support efficiency, quality, and customer experience. • Develop escalation protocols, response templates, and quality control measures for consistent support. • Stay updated on industry trends and best practices to keep AiSensy’s support competitive and effective. Qualifications • 5 years of experience in customer support, with at least 2 years in a managerial role (preferably in a B2B SaaS environment). • Proven track record of managing and scaling a customer support team in a fast-paced environment. • Strong leadership, coaching, and motivational skills. • Exceptional verbal and written communication abilities. • Proficiency in customer support software (e.g., Zendesk, Freshdesk, Livechat) and CRM tools. • Analytical mindset with the ability to interpret data and make data-driven decisions. • Customer-focused and empathetic, driven to provide a top-notch support experience. • High level of organizational skills and ability to multitask effectively. • Adaptable, with the ability to prioritize and work well under pressure in a fast-paced environment.