Job Description

What You Will Do

• Become a subject matter expert on the Insurance product through direct customer support and product/engineering interaction
• Lead a team of Insurance specialists tasked with providing product support to customers
• Design and develop the onboarding program for team members as the team grows
• Ensure your team is set up with the tools and resources they need to help customers through the product release
• Own team performance and KPIs and drive improvements with data-driven experimentation
• Be the subject matter expert for support practices
• Collaborate with support leadership to refine and adapt operating processes and procedures
• Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions
• Communicate effectively with executive leadership on projects, priorities, and goals
   

What You Will Need

• You have 2+ years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization
• Deep understanding of systems and operations with B2B products
• You have experience directly managing a distributed team
• Proven track record of maintaining SLAs
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience should include designing and overseeing training, QA, and metric management programs at scale
• You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain
• Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through
• Extensive experience with Salesforce Service Cloud

Attention Job Seekers before you apply :
"At www.voicejobs.in, we're all about helping you find job opportunities without any extra costs. We don't ask for money from job seekers – our income mainly comes from ads and from companies posting jobs. Just a heads up: if any recruiters or consultants try to charge you for finding a job through our site, it's not something we support. While we do our best to keep things fair. So, always be careful. You shouldn't have to pay anyone to get a job through our site. Keep your job search free and best of luck!"