About Job

Kula is seeking a highly experienced Support Manager to lead our customer support team. The ideal candidate will have a strong background in people management, escalation handling, and process improvement. If you have a passion for delivering exceptional customer experiences and driving team success, we encourage you to apply.

Please note that the selected candidate will be responsible for a team of support agents, and will be expected to demonstrate leadership skills to drive growth and improvement within the team.

Skills & Qualification

• 8+ years of experience in a customer support leadership role, with a strong focus on people management and process improvement

• Proven track record of handling escalations and resolving complex customer issues

• Strong ownership of SLA and CSAT metrics, with experience in analyzing and improving performance

• Proficiency in Zendesk or Freshdesk, with experience in managing and optimizing ticket workflows

• Excellent reporting and analytical skills, with experience in creating actionable insights and recommendations for process improvement

• Strong leadership skills, with experience in mentoring and developing team members

• Ability to work collaboratively with cross-functional teams, including sales, marketing, and product

• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, team members, and stakeholders

Responsibilities

• Lead a team of support agents, providing guidance and support to drive growth and improvement

• Owning SLA and CSAT metrics, and working closely with the team to achieve and exceed targets

• Developing and implementing process improvements to increase efficiency and effectiveness

• Managing escalations and resolving complex customer issues, working closely with stakeholders to ensure timely and effective resolution

• Providing coaching and development opportunities to team members, to help them achieve their career goals and improve their skills

• Collaborating with cross-functional teams to drive business growth and improve customer satisfaction

• Developing and maintaining strong relationships with customers, to ensure their needs are met and exceeded

• Staying up-to-date with industry trends and best practices, to ensure the team is always using the most effective tools and processes

• Providing regular reporting and insights to stakeholders, to help drive business decisions and improve process efficiency