Manager Support

Bengaluru, India /
Studio – Technical Support /
Full-time
/ On-site
yellow.ai brings the best of AI+human-led conversational automation for enterprises of great repute like Schlumberger, Domino’s, Dr. Reddy’s Lab, PepsiCo, Bajaj Group, Indigo, Cipla, Siemens, MG Motors, and more. We have offices in 6 countries and have clients across 27 countries.

We’re a team of 900+ makers, who’ve shipped over 650+ Intelligent Virtual Assistants. Our Virtual Assistants converse in over 120 languages, and our platform handles more than a billion conversations every month - over 50+ channels in text and voice!

We’re also named Leading conversational AI Platform, Distinguished CX Vendor, and Advanced Virtual Assistant Provider by Gartner. They’re really critical and meet 1000+ Conversational AI Platforms. We’re thrilled to be recognized by them!

We’re one of the fastest growing SaaS leaders emerging from Asia and are backed on this journey with more than $100M in funding so far by partners like Lightspeed, Sapphire Ventures, WestBridge Capital and Salesforce Ventures. We also got honoured recently, being one of the top 10 companies to work at by ‘#LinkedinTopStartups’ and a ‘Great Place to Work at’ certification.

The Support Manager will play a key role in defining the future-state vision of the 24/7 Global Technical Support function at Yellow. In this leadership role, you will be an owner of the support experience and represent the “voice of Yellow. You will ensure support readiness for product launches and help scale support as the product scales. You will continuously identify opportunities to develop your team, improve the speed and quality of support, while increasing operational efficiency. You will prioritize and act on those opportunities by setting challenging goals. You need a strong understanding of customer needs and being able to proactively identify issues as well as problem solve new ones. You will be data driven and result oriented.

Responsibilities

    • Manage, support, and coach a team of Customer Support Specialists comprising Product Support Engineers and Soft Engineers as they help customers be successful using Yellow Platform.
    • Build and keep track of day-to-day support trends and ensure SLAs are met across different support channels. Continuously monitor support performance metrics; set and meet challenging KPIs and SLAs
    • Workforce management (forecasting, scheduling, etc.)
    • Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals. Build necessary knowledge, skills, and capabilities for front line support teams.
    • Guide team members with clear performance management and development guidelines by sharing candid feedback; retain top talent by keeping them engaged, learning and growing.
    • Use data to inform decisions and plans, leading to improvements in team efficiency and positive customer outcomes.
    • Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues.
    • Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience.

Mandatory Skills

    • 4 year plus with 2+ years of experience in management and building teams of individual contributors with a track record of success. Previously held a customer-facing role resulting in advancement at a SaaS company.
    • Efficient, organized, nimble and able to manage information and competing priorities
    • Demonstrate strong analytical and business acumen, identifying Yellow customers core business needs, mapping, and optimizing internal workflows and developing effective strategic solutions.
    • Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success.
    • Good knowledge of industry trends in customer and technical support such as standard methodologies, support tools, CRMs, etc
    • Able to learn complex software products and customer workflows quickly, serving as a knowledge resource on Yellow’s products and customers for the team.
    • Strong desire and motivation to achieve a best-in-class support experience with a positive, & can do attitude that translates into a high team engagement.
    • Excellent interpersonal skills, ability to communicate professionally with customers, partners and internal teams, good relationship management skills.
    • Advanced written and verbal communication skills.
    • A strong track record of success is a must.


If you have any questions about the company, the role or the process, write to us at careers@yellow.ai

Read more about us here.

yellow.ai provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status in accordance with applicable federal, state and local laws.