Associate Director - Support (Content Management System)

Job Title: Associate Director Support (Website support on CMS platform)

Location: Bangalore/ Ahmadabad, India
Shift Time: 9:00 PM To 6:00 AM IST

Job Description:

Our team is passionate about delivering cutting-edge technology and exceptional customer experiences. We are looking for a skilled and proactive Support Leader to guide our customer support team in providing top-notch service and resolving technical issues effectively.

As the Support Leader, you will oversee and lead the customer support team, ensuring our users receive prompt, helpful, and friendly assistance. Youll develop support strategies, manage escalations, and implement best practices to ensure a smooth customer experience for our SaaS products and services. Support function includes agency support, POD support and SaaS support.

You will work closely with the Senior Management, Product, Engineering, Sales, Customer Success and COE teams to ensure that Milestone is delivering overall superior Website maintenance, enhancements and technical/marketing support. The candidate will be able to hire, motivate, develop and retain quality customer facing web developers; build and ensure adherence to processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team; Deliver the best-in-class service by directly working with the clients.

Primary Responsibilities:

• Team Leadership: Lead, mentor, and develop a growing support team, including support representatives, technical support specialists, and customer success agents.
• Customer Experience: Ensure timely and accurate responses to customer inquiries via chat, email, phone, and other support channels.
• Escalation Management: Manage and resolve complex customer issues, escalating to technical teams or management when necessary.
• Performance Monitoring: Track key performance metrics (KPIs) like customer satisfaction, response time, and resolution time to ensure high standards of support.
• Process Improvement: Identify and implement improvements in support workflows, ticketing systems, and customer communication.
• Cross-functional Collaboration: Work closely with Development, product, engineering, and sales teams to relay customer feedback, troubleshoot issues, and improve service offerings.
• Training & Development: Develop and deliver training programs for the support team to ensure they are knowledgeable about the services & products and able to handle customer queries efficiently.
• Documentation & Resources: Oversee the creation and maintenance of knowledge base articles, FAQs, and self-help resources for customers.
• Tool Management: Ensure the support team is utilizing customer support tools efficiently, and recommend upgrades or changes where needed.

Required Skills/Experience:

• 15+ years of experience in web development, production and support, with a minimum of 5 years in direct people management
• Proven experience in a leadership role in customer support, preferably within a website-based services and product environment.
• Strong understanding of CMS & website operations, troubleshooting, and support methodologies.
• Experience of front-end programming building websites including HTML, CSS, JavaScript, testing/debugging, and browser tools
• Experience building/supporting websites on any of the CMS platforms like Sitecore, Drupal, AEM, WordPress etc
• Excellent communication and interpersonal skills, with the ability to manage customer relationships and handle stressful situations calmly and professionally.
• Familiarity with support tools and CRM systems like Wrike, Jira, etc.
• Strong analytical skills, with experience tracking and reporting on KPIs related to customer support.
• Problem-solving mindset, with the ability to quickly diagnose and resolve technical issues.
• Experience working cross-functionally with development, product, engineering, and sales teams.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Ability to understand the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues
• Bachelors degree in Technology, preferably Computer Science

Preferred Knowledge, Skills, Abilities, And Background:

• Understanding of SEO and Content Management Systems is desirable
• Customer First mindset is a must
• Experience in handling international customers especially in North America is a plus
• Experience building a team or leading transformational changes in a customer facing organization
• Highly energetic, with a passion for helping customers
• Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
• Strong people leadership skills who can inspire confidence in team