Job Description

About SalaryBox :
SalaryBox is a solution that makes employee management effortless.
Our product offers a range of features, from time and attendance tracking to employee payments, and much more. We help small businesses manage their payroll by eliminating the hassle of manual, paper-based processes with our service, you'll always know what you owe employees when payments are due, and who's been paid.

With our automated system, you can have your payroll processed in seconds, right from the palm of your hands. Our customers enjoy peace of mind knowing their company is following all regulations.

Founded in 2020, we have raised capital from top-tier investors including Y Combinator, DoorDash Inc.’s Gokul Rajaram, former Tinder and Spotify executive Sriram Krishnan and former Facebook executive Anand Chandraskeran.

Our values are rooted in Customer Empathy & a relentless obsession with Product Innovation. Our passion to build an extremely useful and usable product has helped us grow significantly within a small span of time.
Get on board with our platform today to see how it can help you and your company grow! Available on both Android and iOS.
Website : https://www.salarybox.in/
LinkedIn : https://www.linkedin.com/company/salaryboxapp
Job Location – Gurugram Sector -39

Key Responsibilities:

• Team Leadership: Lead and mentor a team of customer support representatives, fostering a culture of excellence and continuous improvement.
• Performance Management: Monitor and evaluate individual and team performance through key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction scores. Provide regular feedback and coaching.
• Customer Interaction: Handle complex and escalated customer inquiries, ensuring a swift and satisfactory resolution. Act as a point of contact for major customer issues.
• Process Improvement: Identify areas for improvement in support processes and implement best practices to enhance efficiency and customer satisfaction.
• Collaboration: Work closely with product, engineering, and sales teams to ensure a seamless customer experience and provide feedback on product issues or areas for improvement.
• Training & Development: Conduct regular training sessions for the support team to improve product knowledge, customer handling skills, and overall performance.
• Reporting: Prepare and present regular reports on team performance, customer feedback, and common issues to senior management.
• Technology Utilization: Ensure the team effectively uses support tools, CRM software, and other technologies to manage customer interactions and data efficiently.
• Shift Management: Manage team schedules to ensure adequate coverage during business hours and on-call rotations for after-hours support.

Requirements

• Qualifications:
  • Experience: Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a supervisory or team leader role within a SaaS or technology-based company.
  • Skills:
    • Strong leadership, coaching, and mentoring abilities.
    • Excellent communication and interpersonal skills.
    • Proficiency in using customer support tools, CRMs, and other related software.
    • Problem-solving and conflict resolution skills.
    • Ability to analyze data, generate insights, and create actionable plans.
  • Education: Bachelor’s degree in IT, Business, Management, or a related field (preferred).
  • Attitude: A customer-centric mindset, proactive, with a passion for helping others and continuous improvement.