Customer Support Director

A Customer Support Director (CSD), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), active reporting, and monitoring product users and billing on Stripe involves a combination of leadership, technical, and customer-centric responsibilities.

As part of our larger global Client Platform and Support team, you will work closely with Product Management, Engineering and the DevOps teams to implement product features and onboard external users on the Product.

As a Tresata TSM, Client Onboarding, you will:

• Lead and manage a team of customer support representatives and onboarding specialists.
• Provide guidance, mentorship, and coaching to ensure a high level of performance and customer satisfaction. Ensure timely and effective resolution of cases.
• Ensure timely and accurate allocation of tasks based on team members' skills and workload.
• Manage, Monitor and enforce  Service Level Agreements (SLAs) to establish clear expectations for response and resolution times.
• Generate regular reports for management, identifying trends, areas for improvement, and key performance indicators.
• Implement tools and processes to monitor and analyze product usage patterns.
• Collaborate with the product development team to gather user feedback and address issues related to product functionality.
• Collaborate with cross-functional teams to ensure a seamless transition from onboarding to ongoing support.
• Monitor customer satisfaction through surveys, feedback, and other mechanisms.
• Identify opportunities for process improvement within the customer support and onboarding functions by implementing the best practices to enhance efficiency and effectiveness.
• Work closely with technical teams to address and resolve complex customer issues.
• Facilitate training programs for customer support and onboarding teams to enhance their skills and product knowledge.
• Stay informed about updates and changes in the product to ensure the team is well-equipped to address user inquiries. 
• Establish and enforce quality assurance measures, ensuring that client onboarding adheres to the highest standards.
• Ad hoc general client support responsibilities 

WHAT SKILLS/EXPERIENCE YOU NEED TO BRING

1. Master’s Degree in Information Management or relevant field required
2. 12-15 years of experience in technical support is required, SaaS/Tech industry experience preferred
3. Experience in tools such as Jira, ADO, ServiceNow, etc. for Incident Management.
4. Deep understanding of Product Support cycle, SLA Measurement and Adherence 
5. Experience in working with stakeholders / leadership teams.
6. Analytical mindset & critical thinking skills that demonstrate valuable business insights
7. Clear communication skills and the ability to create engaging content

MORE TO KNOW

• Working From: Bangalore, IN 
• Travel: Moderate
• Manager of Others: Yes
• Physical Requirements: Prolonged sitting/standing and computer use

We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

WHY WORK AT TRESATA

Tresata is a fast-growing developer of AI-powered software systems used for data analysis at absolute scale.  Our Company has been built by a passionate, hungry, hard-working team of brilliant minds, innovators, and life-long learners. We actively invest in our people, their ideas and their potential, and fundamentally believe that our differences strengthen us.  Our mission - to ENRICH LIFE – unifies us as a team & summarizes the lens through which we evaluate the use cases we go after and the companies with whom we partner.

• Who you will work with…. Those hell-bent on solving audacious problems, as well as industry leaders (including C-suite executives) both within and outside the company.
• What will you get to do…. Redefine what’s possible by building bigger, bolder, & brighter solutions with cutting edge technology - the World has problems, and we create solutions to build a better future. 
• Where will your career go…. For us, career paths can be nonlinear too (think more of a jungle gym than a ladder) You can specialize or chart a path that you create. We believe in rapid career advancement for those hungry enough to step up to the challenge & bold enough to continuously embrace new opportunities.

If you give back more than you give in...if you live to crack the hardest codes…then Tresata is for you.