Customer Support Manager Job in Pepper Content

Pepper (www.peppercontent.in) is building India s largest content marketplace that brings companies and content creators together to scale up content creation processes across 10 content verticals and 150+ content categories, 40+ content verticals, and 40+ global languages. Over the past 3 years, we ve worked with brands like Adobe, upGrad, Swiggy, Dunzo, BusinessWorld, Digit, Shiksha.com, Rapido, BookMyShow, UrbanClap, Yatra, Bewakoof, YourStory, Bharat Matrimony, and 300+ other brands. We have over 30,000+ writers and graphic designers who have applied to Pepper so far, who form part of the Pepper Cloud .

We are on the path to building a global on-demand content marketplace platform that allows for collaboration, discovery and upskilling for all our creators. Now we are in a rapid expansion phase to enter into more content service offerings, engage a wide spectrum of content creators and at the same time, scale up our existing services. This will add a lot of users to our system with an increasing number of questions and queries about the business and product. Thus we are looking for someone who can help us keep up the customer and user satisfaction always high with brilliant support channels

We re looking for someone who is enthusiastic, comfortable with uncertainty, flexible, great with people, understands our technical vision, and isn t afraid to roll up their sleeves and get their hands dirty. Every day is an opportunity to bring your vision to life, and to expand, learn, and grow. No idea is left unconsidered. No voice is left unheard.

Job Responsibilities:

Product Evangelism

• Use an excellent understanding of the product features and business workflows to provide dedicated support to customers and freelancers.

• Analyse and highlight categories with higher tickets and work with respective teams for long term fixes.

• Stay up to date with product releases

• Document and publish knowledge articles of repeated queries and doubts

Support Platform Management

• Support management of the high volume of tickets

• Owner of unassigned and headless user queries

• Diagnose issues faced by user and connect the query to the right team for resolution

• Ensure ticket response, resolution and closure. Follow up with all teams for the same.

• Understand team responsibilities and manage automation rules

• Coordinate with all departments for a timely and satisfactory resolution

• Coordinate with team lead and escalation managers for sensitive issues

• Ensure a uniform tone of communication and response

• Optimize success and support processes and ensure support quality

The ideal candidate must have -

• Experience working with workflow or project management tools

• Past experience on product evangelism or customer support is favourable

• Excellent verbal and written communication skills

• Strong analytical and troubleshooting skill

• Strong experience in managing highly fluid work environments

• Strong product and process affinity

• Positive thinking problem solver; flexible about all actions

• Be a team player, an ability to work cooperatively with other teams

• Strong ownership and user empathy