Manager, Tier 1 Client Support Job Vacancy in Reputation Hyderabad, Telangana – Updated today

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Company Name : Reputation
Location : Hyderabad, Telangana
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Job Description : Why Work at Reputation?We are an innovation engine with 31 technology patents, ranked in the top three of all competitors.Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.We’ve raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.Manager, Tier 1 Client SupportJob Summary: Do you have a passion for customer support and driving real value for some of the world’s biggest brands? Do you like working with high quality professionals in the areas of operations, product, engineering, design and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation.com is looking for a proven Technical Support manager with these skills. Your responsibilities would be to grow and manage a team of strong customer support specialists providing world-class customer service to our clients.Responsibilities: Lead a global team of front line Support specialists.Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.Serve as an advocate for your team internally working with product, sales and customer success.Ensure that every client is receiving superior service within SLA.Provide hands-on support and assistance for client issuesImplement and coordinate customer service support programs.Implement strategic action plans designed to provide continuous improvement to the customer experience.Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.Additional duties as assigned.Open to work in 24*7 operations hourQualifications: 5-8 years’ experience managing a customer support omni-channel team in a SaaS Company.Experience using Salesforce Service Cloud and JIRA.Experience in establishing robust self-help channels for customers to self-serve.Excellent business intelligence and analytics skillsExperience developing and implementing processes, SLA and metrics in a contact center environment.Extensive knowledge of computers systems and software, as well as a solid understanding of technology applications.Basic understanding of SaaS product development and its technology stacks (e.x. Javascript, CSS, Java, MySQL, MongoDB, Cloud etc)Excellent customer service and high level problem-solving and interpersonal skills.Ability to communicate and transfer knowledge clearly and effectively in a non-technical manner.Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment.More on Reputation: The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don’t control, and no amount of marketing spend can offset the negative impact of a weak online reputation.Our Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen and get better. Global companies across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, and more use our platform to:Monitor, request and respond to online reviewsImprove star ratings and search result rankingsAudit and maintain business listings and location directories across the webManage social media engagement and advertisingMake operational changes to improve customer experienceMaximize customer retention and revenueReputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Applicants only – No 3rd party agency candidates.Job Type: Full-time

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