Customer Support Lead

Hey,


At Saleshandy, we're building the sales engagement platform of the future. We're building product toward eliminating manual processes and helping companies generate more replies/book more meetings / generate leads (faster). Since our founding in 2016, we've grown to become a profitable, 100% geographically dispersed team of 50 high-performing happy people that are dedicated to building a product that our customers love.
Are you a Customer satisfaction freak?
This is not a usual job description where after reading the roles and responsibilities you are still unclear about the work you’ll be doing and how your contributions will impact the customers.



Here, we’ll tell you exactly what you’re getting into and you decide for yourself if we’re worthy of your application.

Deal? Let’s do it!

What you will be doing?
Plan and implement customer support strategies.
Lead by example; Provide 1st class customer support
Take data-backed decisions to enhance customer experience
Measure KPIs for customers and agents
Continuous analysis of support tickets for internal workflow, customer experience and team effort optimisation
Develop a world-class self-help centre for customers
Recruit, mentor, train and develop the team members
Nurture the environment where the team excels through encouragement and empowerment
Develop customer support policies, procedures and standards.
Be the bar raiser for the overall product experience.
You should have..
a minimum of 5 years experience in leading a customer support team, ideally for a B2B software product.
an obsession with delivering exceptional customer service
a data-backed mindset
the ability to think and implement strategies
a Product Led Growth mindset
prior experience in building teams and processes
the ability to learn fast and teach others
strong written and verbal communication skills
excellent attention to detail alongside the ability and willingness to work long-term.
Why should you join Saleshandy?
Growing SaaS company on a journey from $1M to $10M ARR!
Challenging roles to meet the changing needs of our customers.
This role allows you to create an impact beyond customer support e.g working on product strategy by providing feedbacks
Learning opportunities to turn yourself into a great product person in future.
Work closely with founders.
Work with like-minded growth-oriented teammates.
The young and geographically distributed team across India.
How do we work at Saleshandy?
We've adopted the OKRs methodology to define the business goals and measure progress.

Our product shaping process is loosely based on Shape Up.

We're very much inspired by bootstrapped SaaS companies like 37Signals, Close, VWO

We believe in building great products and businesses in the long term.