Customer Support Lead Job in Shipsy

Customer Support Lead

Shipsy 4+ weeks ago

Mumbai, Maharashtra
Not Disclosed
Full-time

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Job Summary

Category: A- L1

Location: Gurugram/ Bengaluru/ Mumbai (Remote-first organization)

Represent and manage the production support team and suggest fixes to complex issues by doing a thorough analysis of root cause to ensure issues are resolved in a timely manner.

Key Responsibilities and Accountabilities:

Responsible for prioritizing workload and performing production support activities which involve the assignment of issues and issue analysis to provide a resolution within the specified SLAs.
Responsible for root cause analysis, managing communication, and client relationship in partnership with teams of project managers, developers, quality assurance to resolve technical issues.
Be responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
To participate in knowledge transfer to ensure a better grasp of the product and domain
Conduct review meetings, identify & analyze trends of required performance and action points for improvement of team performance
Mentor and guide the team and train them with best practices & code standards to ensure solutions are provided to business within TAT on development or technical issues.
Drive the development of the debugging tools
Identify the patterns in the issues raised and provide inputs to CS/engineering/product teams
Identify the regressions and provide inputs to the QA team

Measure of Success:

Driving initiatives on the productivity of the whole customer support team
Identifying the patterns and inputs provided to CS/Engineering/Product teams
Delivery of debug tools
Timely reporting of the key metrics + corrective measures to the engineering leadership

Experience Required :

5 to 8 Years

Vacancy :

2 - 4 Hires