Squadcast Labs Private Limited

Customer Support Lead

Full-Time in Bengaluru, IN - Sales

Customer Support Lead

At Squadcast, we are building a world-class SAAS platform helping engineers around the globe manage incidents the SRE way. We are looking for a driven Customer Support lead who can build our support program ground up and lay the foundation for the great support.

What will you do?

  • Become a technical expert on the Squadcast platform
  • Understand our ICPs and common use-cases well
  • Take ownership of customer reported issues and see problems through to resolution via Email, Chat, Phone, and Zoom
  • Contribute to our FAQs, which serves as our customer’s knowledge base
  • Demonstrate Squadcast platform to the customers and conduct training
  • Draft, implement and execute policies and procedures to facilitate a quality customer support experience
  • Establish performance metrics for customer service representatives
  • Establish service levels and requirements for the department
  • Develop and implement methods to record, assess, and analyze customer feedback
  • Develop and implement training and quality assurance programs for new hires and experienced employees
  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support) and be the ‘Voice of the Customer to provide visibility into escalations and requests

Skills required for the role:

  • A bachelor's degree in a technical area - Engineering or Computer Science
  • Good understanding of software building lifecycle
  • 5 - 7 years of experience in leading a customer support team, ideally for a B2B software product
  • Strong analytical thinking skills - a love for solving complex problems and identifying patterns
  • Lots of energy, a strong entrepreneurial spirit, and excitement about being part of something big
  • The ability to grow and inspire a team
  • Excellent customer relationship and communication skills