Simpplr provides employee experience software that helps companies connect and align employees. With what Simpplr calls Live EX, the platform helps companies communicate better in a distributed world and measures an organization’s heartbeat by understanding employee alignment and sentiment in real time. Ultimately, Simpplr aims to enable more positive work environments by helping organizations be more open and caring.
Trusted by leading brands, including DocuSign, Eurostar, and AAA, our customers are achieving measurable productivity gains, increased employee engagement and retention, and accelerated business performance.
Simpplr is headquartered in Redwood Shores, CA, with offices in the UK, Canada, and India, and is backed by Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Simpplr is widely acknowledged as one of the fastest-growing, most innovative, and most liked solutions in our market. We boast numerous top-tier accolades and encourage you to check us out on various review sites.
Manager, Technical Support
This management role is both a strategist and an executor who can easily shift from thought leadership to rolling up their sleeves to engage in hands-on support resolution. We’re looking for an operational and results-focused leader with a passion for ensuring great customer experiences.
This is a high-profile role that will significantly influence the overall customer experience. This role will be expected to maintain a world-class support organization by developing high performing teams and creating a culture of collaboration, accountability, and growth.
This is a strategic role for Simpplr that will help transform our Customer Support strategy and ultimately contribute to high CSAT scores and high retention rates. You’ll be a Customer Service / Support expert with a proven experience of driving transformations and building teams.
Your Job Responsibilities
What you will be doing:
Recruit, inspire and develop team members in our APAC Region (India) to bring a customer-centric view and a passion to solve customer problems
Lead the overall strategy for the APAC regional support team to drive higher customer satisfaction and business operations excellence
Build, manage and evolve a robust and comprehensive end-to-end support workflow including Best Practices and SOP’s
Collaborate with Product and Engineering teams to improve processes and solve escalated technical issues
Collaborate with the Knowledge team to identify content to that can lead to case deflection and improved customer experience
Manage, grow and mentor the India support team (5) by creating career paths, mentorship, coaching and providing growth opportunities
Identify, monitor and take action on key metrics that impact the business
Manage key escalations both internally and externally
Foster and maintain strong customer relationships through direct interaction with strategic clients and ensure cross-organizational engagement in responding to escalations
Partner with and provide the product team with actionable data and insights to optimize quality, process, and documentation
Identify trends and research themes to advocate for holistic solutions to improve the customer experience
Your Skillset
What makes you a great fit for the team:
Have built and managed a team of 5+ support engineers in the APAC region
4+ years of people management (performance management, goal setting, hiring, 1:1’s, leading team meetings)
6+ years in direct customer facing role (Support, CSM, PS, Integration, Implementation, Onboarding)
Has successfully collaborated with cross functional leaders from Product, Engineering and Customer Success
Worked with support teams in other regions (APAC, AMER)
Has supported SaaS products + B2B industry
Managed various segment sizes: SMB / Mid-Market / Enterprise Customers
Preferred but not required:
JIRA / Zendesk
Supporting Intranet Software – Jive, Unily, Lumaps, Sharepoint, Confluence
Database skills (SQL, MongoDB)
SF Platform experience
SFDC coding skills (APEX)
Front end technologies (Javascript, CSS, HTML, Python)
SSO (AD, Azure, Okta, OneLogin, etc.)
Understanding of OAUTH, SAML, etc.
Security certificates
Chrome Dev Console
HAR Log investigation
Benefits:
Simpplr provides a competitive compensation package along with other benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team who believes in our mission, and values transparency, autonomy, and inclusiveness, make Simpplr an incredible place to work.
See what our employees say about working at Simpplr: Glassdoor Reviews
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