Head of Customer Support @Apport Software Solutions Private Limited

[Hiring] Head of Customer Support @Apport Software Solutions Private Limited

Apr 08, 2025 - Apport Software Solutions Private Limited is hiring a remote Head of Customer Support. 💸 Salary: unspecified. 📍Location: India.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves leading the customer support operations at DoubleTick.io to enhance customer experience through effective communication.

Define and execute a scalable customer support strategy aligned with company goals.
Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.
Scale and lead a high-performing support team across various channels.
Drive recruitment, onboarding, training, and development of the support team.
Foster a culture of excellence, collaboration, and continuous improvement.
Design and implement robust support workflows, tools, and technologies to enhance productivity.
Ensure adherence to SLA metrics like response times and resolution rates.
Monitor and improve customer satisfaction (CSAT) scores and other KPIs.
Develop feedback loops to translate customer insights into actionable improvements.
Track, analyze, and report support team performance metrics to stakeholders.
Benchmark against industry standards and continuously iterate for efficiency.
Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.
Participate in strategic initiatives to enhance product and service offerings.

Qualifications

7+ years in customer support leadership roles, preferably in SaaS or software companies.
Proven track record of scaling support teams and processes for high-volume operations.
Bachelor’s degree in Engineering is a must.
MBA or equivalent advanced degree is highly preferred.

Requirements

Strong understanding of customer support metrics and best practices.
Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).
Exceptional communication, leadership, and analytical skills.
Customer-focused mindset with a passion for delivering exceptional experiences.
Strategic thinker with the ability to translate goals into actionable plans.
Proficient in managing cross-functional teams and driving collaborative outcomes.

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Before You Apply

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📍	Be aware of the location restriction for this remote position: India
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Head of Customer Support @Apport Software Solutions Private Limited

Customer Service

Salary 💸 unspecified	Remote Location India
Job Type full-time	Posted Apr 08, 2025

️

📍	Be aware of the location restriction for this remote position: India
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.