Job Description

Location: Baner, Pune

About Us:

Truein is a fast growing B2B SaaS product company, offering Attendance & Timesheet solutions to the companies with Contractual and Distributed workforce. 500+ customers across the globe now believe in what we do and have embarked on this journey with us.

At Truein, we are on a mission to bring transparency and controls in the time & attendance process. We leverage Face recognition and AI technologies. We are backed by Investors and a high potential team of 30 people and growing.

Our Culture:

At Truein, we genuinely care about every member we hire. You’ll learn new things regardless of your experience level. We strongly believe in creating value for all stakeholders - our employees, customers, and investors. We foster ownership, and have a dynamic, fun and vibrant startup culture.

Role Overview:

As a Product Support Lead, you will play a crucial role in ensuring customer satisfaction by overseeing and optimizing the support operations. You will be responsible for leading and managing the Customer Support team, focusing on delivering exceptional support and technical assistance to Truein’s customers. This role involves ensuring a high-quality customer experience through proactive problem-solving, efficient resolution of escalated issues, and continuous improvement based on data-driven insights.

The ideal candidate will be a self-starter who thrives in a dynamic startup environment, comes with a customer-centric approach, has a bias for action, and can effectively collaborate with cross-functional teams including Customer Success, Product, and Engineering.

Key Competencies:

• Understand customer needs and expectations to provide effective and timely support.
• Foster a customer-centric culture within the support team.
• Provide technical guidance to the support team and customers.
• Lead and inspire a team of support professionals to achieve performance goals.
• Conduct regular team meetings and training sessions to enhance skills and knowledge.
• Identify and resolve complex technical & functional issues efficiently.
• Implement proactive measures to prevent recurring problems.
• Communicate effectively with customers, internal teams, and stakeholders.
• Collaborate with the product development team to provide insights from customer support.
• Coordinate with CS/Product/Engineering teams to ensure that escalated customer support issues are resolved quickly and efficiently.
• Measure and enhance customer experience with data-led decisions and tracking KPIs.

Roles and Responsibilities:

• Identify and measure metrics for customer support teams (SLA’s, CSAT, Response and Resolution Time).
• Oversee the resolution of customer issues through various channels (tickets, chat, email, phone).
• Monitor and maintain service level agreements (SLAs) for support response and resolution times.
• Recruit, train, and manage a team of product support specialists.
• Stay updated on the latest features, provide training to the support team on new features and changes.
• Conduct regular audits of customer interactions for compliance and improvement.
• Ensure accurate and up-to-date documentation of support processes and procedures.
• Develop and update knowledge base articles for customer self-service.
• Become a product expert - you'll be a go to resource for both customers and coworkers.
• Own the overall KPIs for customer support. Present regular updates to the leadership team on support performance.

Requirements:

• Bachelor's degree or equivalent experience in Computer Science or related field
• 4+ years of experience in Customer Support for a B2B SaaS platform company
• Excellent troubleshooting, presentation, and documentation skills
• Excellent verbal and written communication skills
• Ability to prioritize issues based on complexity and severity
• Result-oriented and has great attention to details
• Strong empathy for customers and passion for growth
• Flexibility with changing job duties and responsibilities