Job Description

Responsibilities:

  • Ownership of metrics and ensuring that the team meets global standards like 98% CSAT, 97% SLA, Resolution time, Escalation% etc

  • Ownership of escalations, processes & workflows

  • Collaborate with cross-functional teams like Engineering, CS, and Product Management to ensure a seamless customer experience and drive customer retention

  • Provide ongoing feedback, coaching, and career development to the team to ensure continuous development of their skills

  • Device risk management and operational strategies based on operational performance

    • Requirements:

  • 8+ years total experience with a minimum of 3+ years of experience leading/managing technical support queues.

  • Extensive experience in dealing with customers from across the globe.

  • Experience managing technical support / product support teams.

  • Experience recruiting and sourcing team members.

  • Experience interacting directly with customers in a technical context.

  • Superior communication and interpersonal skills.

  • Demonstrated ability to mentor and coach team members

  • An innate desire to provide amazing customer experiences.

  • Ability to learn new technologies quickly.

  • Strong organizational sense and stakeholder management

    • At MoEngage , we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

    Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.

    It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage  is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

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