Position Overview :

- As a Customer Support Lead at MProfit, you will be a crucial part of our mission to ensure all our clients' success and satisfaction.

- You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions.

- You will manage the end-to-end ticket management process independently while overseeing a
team tasked with ticket assignment, closure, responses, and issue resolution.

Key Responsibilities :

1. End-to-End Ticket Management :

- Independently handle customer support tickets from initial contact through resolution, ensuring timely and effective communication and issue resolution.

- Prioritize and escalate tickets to meet customer expectations and service level agreements (SLAs).

- Continuously monitor ticket queues to identify trends, common issues, and opportunities for process improvement.

2. Quality Assurance and Process Improvement :

- Implement and maintain quality assurance processes to ensure consistency and accuracy in ticket handling and customer interactions.

- Proactively identify gaps or inefficiencies in current processes and workflows, and collaborate with cross-functional teams to implement solutions and improvements.

- Analyze customer feedback and support metrics to identify areas for enhancement and drive initiatives to enhance the overall customer experience.

3. Cross-Functional Collaboration :

- Collaborate closely with other departments, to ensure alignment on customer needs, product updates, and service offerings.

- Serve as a subject matter expert on customer issues and feedback, providing insights and recommendations to inform product development and strategic decision-making.

4. Responding to Customer Inquiries :

- Monitor and manage the support email inbox.

- Respond promptly to customer inquiries, requests, and complaints via email.

- Provide accurate, clear, and helpful information to address customer concerns and resolve issues.

5. Handling Customer Feedback :

- Acknowledge and address customer feedback, suggestions, and complaints received via email.

- Document and categorize customer feedback for analysis and reporting purposes.

- Advocate for customer needs and contribute insights for product or service improvements based on feedback trends.

6. Maintaining Communication Standards :

- Adhere to company communication guidelines and standards for email correspondence.

- Ensure professional and courteous language in all interactions with customers.

- Manage email communication volume effectively to maintain response time targets and customer satisfaction.

7. Continuous Learning and Improvement :

- Stay updated on product or service enhancements, updates, and industry trends.

- Seek opportunities for professional development and skill enhancement to improve customer support effectiveness.

- Actively participate in performance evaluations, coaching sessions, and feedback discussions to identify areas for growth and improvement.

8. Team Leadership and Management :

- Lead and motivate a team of customer success associates, providing guidance, coaching, and mentorship to ensure team cohesion and individual development.

- Coordinate and oversee the assignment of tickets to team members, ensuring equitable distribution of workload and adherence to SLAs.

- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and skill enhancement.

Qualifications :

- Bachelor's degree in a relevant field or equivalent work experience.

- 3+ years of experience in a non-voice customer support role.

- Strong understanding of financial technology and SaaS platforms.

- Excellent communication skills in English and Hindi.

- Exceptional written communication skills in English.

- Problem-solving skills with the ability to analyze and resolve complex issues along with a customer-centric mindset.

- Proficiency in setting up, using, and managing help-desk software and ticketing systems like Freshdesk, Zendesk, Zoho Desk etc.

- Strong organizational and time management skills.

Perks and Benefits :

- Incredible professional growth : Opportunity to thrive in a high-impact role in a high-growth company backed by distinguished investors.

- Upskilling : Opportunity to understand technology products and get a deep understanding of the fintech domain.

- Healthcare benefits : Health insurance coverage for self and spouse.

- Time off : Paid leaves, Sick leaves, and 2nd, and 4th Saturdays off to refresh and rejuvenate

- What more? Casual dress code and free breakfast

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