Customer Care Lead

Job Type : Full-time Position

Description:

The Phenom Customer Care Tier Lead will deliver our customers with a phenomenal support experience. This phenomenal Customer Care Tier Lead will own a sub-set of clients within our Global Customer Care team. you will be an individual contributor managing the overall liaison between Engineering and GCC for delivering a better frictionless customer experience. You will be an integral part of GCC rallying teams to scale and adopt new product features to support our customers seamlessly.

You are in charge of monitoring the client’s health, through various means such as tickets, reporting metrics and research, as well as through calls and recordings.

At Phenom, this role has the opportunity to wear a lot of hats. Additional responsibilities, needs, or projects can vary each day, so you’ll need to be flexible and willing to serve the team in whatever capacity may be needed. This is one more reason why people say they enjoy working here!

Roles and responsibilities-

This role contributes to the interactions throughout the client lifecycle starting with delivering an exceptional onboarding experience.

You will be getting your hands dirty in solving client problems, addressing client escalations, providing proactive support advice and process updates, contributing to making the support experience even better.

This is a client-facing role where you are expected to run/participate on client calls, be available for video or in-person meetings/QBRs as necessary.

You will collaborate with other Customer Care Tier Leads, Development/Engineering, Customer Value, Account Management and executive leadership.

You will have deep product knowledge that resolves customer technical issues.

You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Phenom Product Improvement.

You will lead and mentor the support tier Lead to solve complex customer technical issues by practicing leadership principles and driving accountability.

Experience/Skills Required

Overall work-experience of 5+ years, Strong engineering or product or support operations management experience. Strong Experience in leading Technical (Enterprise Software) support professionals. Excellent written and verbal communication skills. Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience. Excellent situational awareness in handling objections in dynamic customer environments. Leading cross-functional collaboration across global teams Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision

Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams. Escalation management experience with multiple stakeholders including customers and product teams Demonstrate strong work ethic and advanced organizational skills Ability to develop and deliver creative business solutions for complex problems

Desired Skills

B.Tech / B.E / MCA /MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc

Industries: Computer Software, Consumer Electronics, Information Technology & Services