Job Description

Facilio is a fast-growing vertical SaaS company that’s modernizing property operations for large, global enterprises.

Global Presence: Offices NYC (HQ), Chennai, Dubai, London, Singapore and Australia.

Company Strength: 210+ global members.

Stage: Series B (Dragoneer and Brookfield along with the continued partnership of our existing investors Accel India and Tiger Global Management). In the scale-up phase with global expansion and Global management of Iconic buildings, Skyscrapers, and marquee brands.

What we do: New category vertical SaaS product for global real estate market. On a mission to make the built environment more operationally efficient and sustainable.

Roles and Responsibilities

Build the Customer Support playbook, managing a team of Customer Support Analysts, ensuring excellent service levels, support quality, and customer satisfaction targets.
Ensure customer satisfaction, product quality, and bring new and improved support methodologies to Facilio.
Aside from the standard procedures, create workaround procedures to ensure issues are resolved on time.
Take ownership of customer issues, coordinate complex issue analysis and resolution, and be a key driver of product improvement and application performance.
Create documents or workflows for FAQs.
Work within the broader ecosystem of development, pre-sales, implementation, and product teams to deliver efficiently.

Skills

Soft Skills

CommunicationInterpersonal skills

Desired Candidate Profile

7+ years of experience in SaaS based product companies handling technical support for mid to large scale enterprise portfolios.
Very good experience in setting up the process, building a team from scratch and bringing in best practices of enterprise customer support.
Understanding of operational processes, along with experience with mentoring and scaling a team.
Experience working on, setting up or troubleshooting one or more CRM.
Basic knowledge of Java scripts and application testing experience is an advantage
Possess strong business sense, excellent communication, and interpersonal skills
Ambitious, self-motivated, and enthusiastic to work in a fast-paced, early-stage start-up atmosphere.

Customer Support Manager