Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Support Team Lead providing exceptional customer support and mentoring in Pune. Collaborating internally to enhance customer experience and support team success.
Responsibilities
- Provide exceptional support by actively resolving customer issues through tickets, calls, and other channels.
- Serve as the first point of escalation for the support team, assisting with complex issues and guiding resolution strategies.
- Mentor and coach team members, sharing knowledge of product features, troubleshooting approaches, and customer service best practices.
- Collaborate with internal teams including Product, Engineering, and Customer Success to escalate and communicate customer issues and feedback.
- Help maintain and expand internal documentation, troubleshooting guides, and knowledge base articles.
- Replicate and analyze customer reported issues within internal environments and ensure detailed documentation of steps and findings.
- Actively contribute to process improvements and recommend changes that enhance the customer and team experience.
Requirements
- 5+ years of experience in customer support, preferably with enterprise customers.
- 1 + years of experience as a Team Lead
- Strong analytical and troubleshooting skills, including log file analysis such as server and application logs.
- Demonstrated ability to resolve complex issues and support teammates in doing the same.
- Excellent communication skills with the ability to handle escalated or sensitive customer interactions.
- Proven ability to manage multiple tasks and priorities in a fast-paced environment.
- Experience working with support ticketing systems and CRM software.
- Familiarity with integrations such as Salesforce, Palantir, and Ariba is a plus.
- Exposure to Contract Lifecycle Management (CLM) software is an advantage.
- Strong initiative and willingness to proactively learn new features and functionalities.
- Ability to collaborate across teams and departments to achieve shared goals.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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