Manager - Solutions Team

Chennai / Customer Solutions / Full-Time

Know someone that might be interested?

We are looking for a Team Manager, Solutions Team in Chennai to scale and run the team and also own the overall customer support experience. You will be working with more than 30 customer-focused Solutions Engineers and an Ops team to continue growing the function as the organization grows. You will work directly with our Director of Customer Solutions and be the go-to person for anything related to the support experience.

At Chargebee, we do support differently. We don’t answer questions, we spend time to understand problems and provide resolutions. We see ourselves as business consultants more than anything else and we are all about connecting with our customers as humans and doing our best to help them.

Roles and Responsibilities

  • Keep your team happy! Get to know the individuals and keep them motivated
  • Run day to day operations
  • Check and review your team’s metrics to improve functional and operational efficiency
  • Identify and escalate issues efficiently and appropriately to management and across teams
  • Build a strong relationship with other functionals leads and work effectively with them to improve customer experience and help complete the feedback loop
  • Hiring/firing and scaling the team
  • Conduct bi-weekly team meetings, performance reviews and appraisals
  • Regularly collect feedback from the team, validate them and fix problems
  • Identify team’s training and development needs
  • Provide management with feedback about the team regularly

We hope you’ve got

  • 10+ years of customer service and 5+ years of people management experience
  • Experience working with SaaS companies (preferred)
  • An approachable personality with great leadership and coaching skills
  • The ability to clearly communicate the vision and goals to the team
  • A passion for customer service
  • Effective listening skills and can also communicate feedback clearly and in a friendly way
  • A will to work with a flexible schedule that includes night shifts, weekends and holidays, as we operate 24x7
  • The ability to drive initiatives independently and work with minimal management oversight
  • Killer problem solving skills and are known for being accountable and reliable
  • Exceptional communication and presentation skills
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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