Manager - Customer Solutions - Remote ( Any location In India )

Chargebee

Chennai, IN / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/06/2021
  • Website: chargebee.com
  • Company Address: 44 Montgomery St San Francisco, San Francisco, CA, 94014

About Chargebee

Chargebee is a subscription and recurring billing management solutions company that helps businesses manage their billing, payments, subscriptions, security, compliance, and invoicing services efficiently.

Job Description

Chargebee is looking for a charismatic tech-support leader to fill the role of  Manager - Customer Solutions. As a Manager, you will have 15 - 25  Solutions Engineers who will rely on you to help them deliver excellence to our customer base and manage the day-to-day operations of a Service Desk, like Productivity, People Management, Customer Satisfaction & Escalations.

 

 

Your responsibilities will include but are not limited to

  • Manage the business and operational excellence of our solutions organization
  • Manage the day-to-day operations in a 24X7 setup

  • Responsible for all support activities for a particular customer segment or time-zone

  • Handle all critical requests and escalations from customers

  • Work closely with all internal stakeholders like sales, Product, Engineering and Customer success, Implementations, etc.,  in delivering the best customer experience

  • Work with the QA team to continuously improve the quality of service

  • Provide regular feedback to engineers & responsible for Performance management

  • Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis

  • Experience in dealing with difficult employee issues and maintaining a positive and collaborative environment

  • Effective communication to the team to create positive interactions even when message content is difficult or critical

 

Required Skills/Experience

  • Managerial experience preferably in technical customer support organizations
  • Experience as a people manager in support organizations

  • Excellent written & verbal communication skills

  • Strong in Analytical & Presentation skills

  • Ability to identify support tasks that can be automated

  • Collect and analyze support metrics to guide decisions about product and support quality

  • Should ensure a high level of quality in process deliverables

  • Excellent customer service attitude and lead in resolving difficult customer situations.

  • Experience in a SaaS or Hyper-growth customer support experience

  • Build and operate with good security practices.

  • Self-driven, proactive, hardworking, team-player

  • Open to work across time zones.

 

 

You will be an ideal candidate if you check 4 or more boxes

  1. Spent a few years leading a team in Product/Tech Support preferably in a B2B 
  2. Associated with a SaaS environment

  3. Experience in leading continuous improvement measures & methodologies

  4. Not afraid to roll up your sleeves & get your hands dirty

  5. Exposure to APIs and Cloud-based  technologies

  6. An influencer, interpersonal skill to bring the team together.

  7. Able to keep up with a fast-paced environment like Chargebee

 

 

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.