The future is limitless, and amber’s ever-growing family is building it now. Constantly evolving with a 35x growth rate, about 80 million students worldwide count on us to help them discover and secure full-time housing near their desired locations. Since our inception in 2016, we’ve expanded from a family of 5 to a company with over 400+ employees. We believe in the phrase “Life’s short. Work somewhere awesome.“, and live by it, ALWAYS! We’re rapidly increasing both our reach and our family with the objective of redefining and making the experience of a student moving abroad accessible and hassle-free! Spreading over 9 countries and 250 cities, amber is the world’s largest student housing marketplace.

Job Description:-

About the role

Sr. Manager - Customer Support will play a critical role in leading the customer support team. Working on discovering avenues for improvement and executing plans.

The ideal candidate will serve as a thought leader, managing teams, helping to identify trends, evolving best practices, and new technologies/tools for all efforts that drives customer satisfaction and process improvement.

What you'll do-

Manage a team of customer support managers (Chat, Call and e-mail) and associates (50+ overall strength).

4 customer support managers and 45+ associates.

Making a roadmap for the customer support team to hit targets for for qualitative and quantitative improvements.

Overseeing operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organisational outcomes are met.

Build strategies/performance improvement plans to drive more productivity.

Analyse robust performance reports to continually optimise the processes which ultimately leads to better customer satisfaction.

Maintain and drive the input metrics of the team and track output.

Build solutions in coordination with various stakeholders – product, tech, marketing to drive team productivity.

Liaise with HR and training team for recruitment and training expansion plans.

Plan and manage the team resources.

Strategise and implement processes to keep the team motivated

Incentive structures

Competitions

You should apply if you-

Have proven 5+ years of work experience in Customer Support and leadership roles.

Have excellent people management experience of handling a team of 30+ customer support rockstars.

Have proficiency in Customer Relationship Management tools (Salesforce, Leadsquared, ZohoCRM, etc, or similar).

Have experience using analytics and database tools (PowerBI, Tableau, Google data studio, Zoho analytics, Advanced Excel, etc, or similar).

Are data-oriented, and believe that everything can be measured, since "what gets measured gets improved" eventually.