About us:The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale. Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography. Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity. We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.Key Responsible Areas:Meet Team key performance metrics: First Response Time & Resolution TimeMulti-tasking is mustEnsure that daily open tickets per agent are at 0Team/People:Coach team to adhere to quality standardsCascade update with team membersNurture New hires until they complete the learning curvePrepare weekly/bi-weekly/monthly roster for Support TeamConduct 1:1 monthly to ensure adequate feedback & performance discussions are conductedCoach agents who fall under Bottom Quartile performance and own their improvement with structured coaching planFunction(LOB):Examine, review and process documents/ orders/ files/ cases allocated as per set timelinesIdentify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automationProvide inputs for knowledge checks & collaborate with stakeholders to drive the outcomesGood understanding on EWS (early warning signals) mechanismLiaise with Stakeholders from other teams to drive efficiency based tasksGood with Business report understandingRequirements: 8+ years of experience in the relevant role with at least 2+ years of experience in managing a team.Someone who is quick in adopting process- SOPs(Standard Operating Processes) and goal orientedHas experience coaching and providing feedbackPrior experience with ZenDesk & Intercom is preferredHas resource planning experienceExperience in a B2B SaaS businessExperienced with MS office, Process applications (Multiplier Tools)Preferred knowledge: Power BI & SQLWe are looking for someone who is analytical, agile and a great collaboratorEqual Employment OpportunityMultiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions.
Job Title
Senior Manager Customer Experience