• Team Leader/Manager - Technical Support Jobs in Gurgaon,India

  • AJ Consulting

Job Description:

Title Team leader/ Manager - Technical support

Work Exp 8 - 10 Years

Company Birdeye

Location Gurugram

Role Individual Contributor

Shift Timings 630pm to 430am (IST)

Company Profile

- BirdEye is a Customer-Driven Marketing all-in-one platform built from the ground up to help businesses turn every customer into a happy customer The BirdEye platform enables businesses to monitor reviews from all major sites, gain new reviews, manage customer feedback, and automatically promote their good reputation across the web, social media, and search engines

- BirdEye Customer Experience Platform converts in-moment feedback into swift corrective actions, leading to positive experiences; our natural language processing and big data engine glean all the customer feedback to provide businesses with actionable insights and competitive benchmarking to fine-tune products, services, and operations

- BirdEye closes the loop on customer experience and reputation management turning customer feedback into the next-generation marketing engine BirdEye was founded in 2012, and we are now over 350 employees strong and obsessing every day about our over 40,000 businesses

- We have offices in Palo Alto, Sacramento, Denver, Dallas and New Delhi (Gurugram)

- In addition to our relentless focus on the customer, weve received over $30 million in venture funding, weve won a PnP Hottest Startup Award and a Silver Stevie Award in 2016 and rank #15 on Saas1000, the Index of the fastest growing Saas companies We arent slowing down anytime soon

- BirdEye is searching for a top-notch Team Leader / Manager to lead a team of Technical support Engineers in a fast-paced organization Along with Customer happiness, we take employee happiness very seriously and its core to our DNA

- You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change

Roles & Responsibilities

- Reporting to Manager/Senior Manager of Customer support

- Team lead/Manager Technical support will work with a variety of teams at BirdEye, Customer Success and Technology

- Develop an organization that attracts and retains talented employees Focus on ensuring employees feel valued and invested in their work

- Manage a team of high-end Technical support Engineers and responsible for ensuring all SLAs are met

- Should be abreast to take over escalated tickets and communicate with customers

- Ensure policy adherence and performance metrics are achieved

- Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement

- Mentor team members and facilitate career development

- Provide daily, weekly and monthly reports to the team and leadership about the teams performance on various metrics

- Manage client escalations and find resolution

- Perform quality checks for the team by auditing calls and emails and provide feedback to individual members of the team

Skills Required

- Team leader / Manager Technical support must have excellent customer handling skills and team management as their primary focus is driving resolution to Technical customer queries

- Must have Knowledge of SQL, HTML and API Integration

- Must have A minimum of 3 years of team managing experience

- Bachelors engineering degree with strong academic credentials Preference would be given to technical graduates who have worked on MS SQL/MySQL/databases

- Should have overall 8-10 years of experience in a technical support international voice process, supporting US, UK or Australia clients

- Should have spent at least a year managing a group of 15 or more FTE full time in the role of a team manager or team leader

- Should be well versed with service scorecards, six sigma concepts for managing service delivery (certification and live project experience a plus)

- Excellent communication skills (verbal and written)

- Should be a self-starter and must possess an excellent performance track record with present employer

- Strong business acumen, ethics and high integrity

- Candidate must rank within the top 10% of their present team

- A high comfort level in using online software products

- Must be articulate, organized, detail-oriented and have the ability to multi-task

- Quick learner, with a positive attitude and ability to manage and motivate people


- Work closely with a cross-functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience

- We offer a competitive salary, healthcare benefits, catered meals, flexible work timings, along with all of the opportunities inherent in a fast-growing organization!

Ajay Singh

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 19th Feb 2020

Key Skills:

Company Profile:

Not Mentioned

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