Location: Kuala Lumpur, MalaysiaTeam: Customer DepartmentRole: Customer Support Squad LeadMode: Full-timeAbout Respond.ioFounded in Hong Kong in early 2017, Respond.io is a Business Messaging platform that unifies customer communication for tech-savvy organizations that market, sell and support across instant messaging, web chat, and email. We are one messaging platform for various use cases like marketing purposes, sales, support, and engineering.Role DescriptionAt Respond.io, Customer Support Squad Lead are pivotal to our companyâs success. Join our team, where your leadership skills will shine as you guide a talented support team to excellence, and where your contributions will be valued and recognized. We hope to welcome a dynamic individual who is ready to lead, inspire, and make a significant impact on our support operations.ResponsibilitiesLead and manage a dedicated support team during specific shifts, fostering a collaborative and productive environment.Oversee daily team operations, ensuring efficiency and the successful execution of tasks, resulting in exceptional customer support.Monitor support quality regularly, employing strategies that consistently elevate customer satisfaction levels to new heights.Provide continuous coaching and mentorship to support agents, empowering their growth and skill enhancement, while promoting best practices.Educate and train agents on cutting-edge processes and best practices, guaranteeing top-tier performance.Serve as the go-to reference for support agents when tackling complex issues, facilitating seamless communication within the team.Collaborate closely with the Support Lead to identify resource needs and drive process optimization, enhancing overall support efficiency.Qualifications3+ years of experience in a Customer Support role preferably in a SaaS or IT company.Experience in people management, coaching, and mentoring.Demonstrates exceptional leadership skills in motivating, guiding, and inspiring our team to achieve their highest potential.Excellent communication skills in English as well as listening skills and the proven ability to understand customerâs inquiries.Ability to clearly explain complex ideas verbally and in writing.Experience in being involve in process creation and implementation.Experience with CRMs like Hubspot, Salesforce, etc.Able to work rotating shifts.Excellent organization, and time management skills.Teamwork mentality and willingness to assist wherever needed.Here's What's In For YouYou will become part of an amazing culture with smart teammates who actually careYou will grow more here than you would anywhere else, that is a promisePizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!Are you a PlayStation fan It gets fun when you get to beat your colleague on a FIFA game at the office!You'll get to experience a very competitive compensationYou'll be covered exclusively on one of the highest medical and dental insurance especially for youUnlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.You'll be entitled to stock options with terms and conditionFlexible working environment and working hoursBeer O'Clock on Fridays Naah, we have it every day!
