Director of Support - Global 

Location: Pune
Shift: 4 PM to 1 AM

Founded over 15 years ago, we are a trusted messaging leader for businesses around the globe. We work with customers from small, mid-size businesses to large global enterprises across industries including contact centers, financial services, higher education, retail, staffing, wellness, and more. Our commitment to every customer is: “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition.

Read more about us at: www.sms-magic.com
Company Overview: Watch here

Job Overview:

SMS Magic is a leading provider of messaging solutions for businesses. We help companies connect with their customers through SMS, WhatsApp, Facebook Messenger, and other popular messaging channels. We are looking for a highly motivated and experienced Head of Customer Support to lead our customer support team and ensure the delivery of excellent customer service to our clients.
As the Head of Customer Support, you will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive the highest level of support and satisfaction. You will work closely with cross-functional teams, including sales, marketing, engineering, and product management to ensure that customer needs and concerns are effectively communicated and addressed

Roles & responsibilities 

• Develop and implement customer support strategies to ensure excellent customer satisfaction
• Lead, mentor, and manage the customer support team
• Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner
• Analyze customer feedback and implement improvements to our customer support processes and procedures
• Collaborate with cross-functional teams to identify and address customer needs and concerns
• Create and maintain a knowledge base of common customer issues and resolutions
• Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance
• Build and maintain relationships with clients and stakeholders
• Continuously improve customer support processes and methodologies
• Identify and pursue business development opportunities
• Provide leadership and guidance to the customer support team
• Evaluate customer support team performance and make recommendations for improvements
• Ensure customer support best practices are followed and documented

What will qualify you for this role?:  

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.

• 12+ years of experience in customer support, with at least 5+ years in a leadership role
• Bachelor's degree in a related field, or equivalent experience
• Strong knowledge of customer support processes and methodologies
• Experience in leading and managing customer support teams
• Excellent communication and leadership skills
• Strong problem-solving and decision-making skills
• Proven track record of delivering excellent customer service and satisfaction
• Experience in building and maintaining client and stakeholder relationships
• Strong business acumen and ability to identify business development opportunities

What working at SMS Magic Offers?

At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company.  Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients. 
We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.  

Plus, we offer

• The freedom and flexibility to handle your role in a way that’s right for you
• Gain exposure to a dynamic and growing global business environment
• Exposure to innovative and cutting-edge technology and tools 
• Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams

Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.