Who We Are
Founded in 2017, SmartRent, Inc. (NYSE: SMRT) is the leading provider of smart home and property operations solutions for the rental housing industry.We’re doing big things in the proptech world! SmartRent has been recognized as a winner of HousingWire’s Tech100 Real Estate awards in 2021, 2022, and 2023 for the most innovative tech company serving the mortgage and real estate industries; named on Deloitte’s 2023 Technology Fast 500™ list of fastest-growing companies —and we’re just getting started.
Job Description
We are seeking an experienced and strategic Support Manager to oversee and optimize our customer support operations in India. The ideal candidate will be responsible for developing and executing support strategies, managing a team of support professionals, and driving highly customer-centric initiatives to enhance customer satisfaction. As a Support Manager, you will play a crucial role in shaping and extending the overall support experience in India, extending it to all our operations and contributing to the success of our organization.
Responsibilities
- Lead, manage, and develop a high-performing customer support team.
- Set clear performance expectations and provide ongoing coaching and feedback.
- Gather inputs from Team Leads to identify training needs and implement internal programs to enhance team skills.
- Work with the Support leadership team to develop and implement strategic plans for the support department aligned with organizational goals.
- Analyze industry trends, customer feedback, and performance metrics to identify opportunities for ongoing improvement.
- Conduct regular 1-on-1 meetings with direct reports to discuss performance, goals, and address individual concerns, and re-align team goals, as necessary.
- Collaborate with cross-functional teams to develop holistic support initiatives and strategies to address overall business objectives.
- Oversee day-to-day support operations, ensuring efficiency and adherence to service level agreements (SLAs).
- Implement and optimize support workflows, processes, and procedures.
- Monitor key performance indicators and take proactive measures to address any issues.
- Drive continuous improvement initiatives based on customer feedback and performance data that lead to customer satisfaction.
- Serve as a customer advocate within the organization, representing the voice of the customer.
- Ensure that customer inquiries and issues are resolved promptly and to the highest standard within the defined SLAs.
- Collaborate with the team to develop and maintain a deep understanding of customer needs.
- Generate regular reports on team performance, key metrics, and customer feedback.
Required Qualifications
- Bachelor's degree in business, management, or a related field (or equivalent work experience).
- Proven experience in a managerial role within a customer support environment.
- Strong leadership and people management skills.
- Excellent analytical and problem-solving abilities.
- Effective communication skills with the ability to interact with stakeholders at all levels.
- Proficiency in customer support software and tools
#LI-OnsiteFor our US employees, we offer 100% employer-paid medical coverage, flexible PTO (because we know how important work-life balance is), and competitive 401k and employee stock purchase plans to invest in your future. You’ll fit right in if you:
- Do the hard work and go out of your way to deliver excellence
- Own outcomes and learn from your mistakes
- Are a collaborative and supportive team player; win or lose you lift others up
- Value authenticity, other’s perspectives, and diversity in the workplace
- Have a passion for smart tech and the real estate industry
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