Find your future. Join us!

Are you passionate about helping customers achieve more? Do you enjoy leading and developing people? Would you like to join an elite and distinguished team? Do you want to help lead our people as we accelerate our own transformation towards a digital organization?

If so, then CS Team Manager position at Webgility is a unique career opportunity for you!

From problem identification to full resolution, we own and handle the technical challenges and questions our customers have that may be blocking them from fully leveraging our products. As a CS Team Manager, you will focus on building and leading a high performing team of experts. You will be responsible for ensuring our teams provide a positive support experience. This includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems.

In this role, you will work with customer data to identify key opportunity areas for improvement as well as help to tell the story on how we are performing and what help is needed to reach our goals in meetings with internal teams as well as key stakeholders. You will set the vision and strategic plan with your team and work towards our bold aspirations while focusing on the growth and development of your team members.

Key Responsibility Areas:

At Webgility, we share knowledge, experiences, and resources to help each other achieve our career goals and grow both professionally and personally. As a CS Team Manager, you will:

• Ensure your team builds the deep technical expertise, agility and excellent communication and interpersonal skills needed to support our customers effectively.
• Conduct employee assessment discussions, provide coaching, share feedback regularly and partner with employees on career development.
• Manage all aspects of customer support delivery, including daily operations, scheduling, meetings and addressing customer feedback.
• Strategizing long-term business needs while driving customer feedback for process improvements.
• Maximizing productivity by supervising, mentoring and scheduling team members.
• Handling complex and sensitive client relations and quality control issues, impacting business direction and management positively.
• Managing knowledge base management system to provide better assistance to the vendors.
• Primary point of contact for all customer issues relating to customer escalations.
• Collaborating with QA, Development, and Customer success departments to verify personnel receipt of updated product, service and troubleshooting information.
• Directing personnel training and mentoring team members to promote productivity, accuracy, and commitment to friendly service.
• Collaborating with Support, CSM and IM leaders to define customer needs and implement effective solutions.
• Elevating customer satisfaction and loyalty with speedy issue resolution.
• Should be willing to work in Night Shifts.
• Provide After Hours point of Escalation for Customer Issues.

Qualifications Required:

• Minimum of 5 years of experience leading, mentoring, training, and developing people (preferably technical support teams).
• At least 5 years of experience in product support, technical support, IT support, product development, customer support.
• Familiar with Zendesk, JIRA, Salesforce, PowerBI, Ring Central, Outreach, Intercom and Chilipiper.
• Strong customer service, communication, and interpersonal skills.
• Flexibility and ability to adapt to ambiguous and changing situations.
• Ability to manage high pressure situations.
• Fluent in English (written and oral) is mandatory. Excellent working knowledge of Excel, and analytics.
• Excellent organizational and problem solving skills.
• Bachelor's degree in Engineering, Management or business, or a related field.

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Requirements:

• Excellent communication skills. 
• Good customer relationship skills, building relationship with customers, maintain and manage large customers portfolio, nurturing and convincing ability, expert in cross sell and upsell.
• Identify customer training requirements and conduct Onboarding and follow up sessions accordingly. Identify and resolve customers pain points. 
• Build image and brand in eyes of customers. 
• Monitor and maintain customers satisfaction through direct contact. 
• Should be able to make strategies which should be beneficial for company. 
• Should be able to work on the projects individually for Churn mitigation. Good knowledge of Analytics. 
• Good experience of working with Ring Central, Zendesk, Salesforce, Outreach, Scheduleonce, Chilipiper, PowerBi.
• Should be willing to work in Night shifts. 

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Responsibilities and Duties:

• Collaborate with team to produce software design and architecture
• Write clean, scalable code using .NET programming languages
• Test and deploy applications and systems
• Revise, update, refactor and debug code
• Improve existing software
• Develop documentation throughout the software development life cycle (SDLC)
• Serve as an expert on applications and provide technical support

Required Experience, Skills and Qualifications:

• Proven experience as a .NET Developer or Application Developer
• Familiarity with the ASP.NET framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))
• Knowledge of at least one of the .NET languages (e.g. C#, Visual Basic .NET) and HTML5/CSS3
• Familiarity with client-side scripting like AJAX, Javascript and Jquery
• Familiarity with architecture styles/APIs (REST, RPC)
• Understanding of Agile methodologies
• Excellent troubleshooting and communication skill

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Desired Skills

• Knowledge of Automation testing concepts.
• Experience in writing test plan, test cases and preparing test logs and test reports.
• Experience in defect tracking and closure.
• Assess implementation against requirements and design
• Extensive experience in Web Application, GUI Functional, Regression, Retesting, Sanity, Smoke, System, Integration Testing for various applications.
• Review requirements, specifications, user documentation, help files, and other project documentation to assure quality of the products and tests to be developed.
• Knowledge of Load Testing is desired.
• Knowledge of any Test Management tool.
• Experience in e-commerce domain.

Responsibilities:

• Timely preparation and execution of test-cases adhering to sprint timelines.
• Thorough understanding of entire product workflow within 3 months of joining.
• Data validation during testing by analyzing logs and querying using SQL
• Must conduct positive/negative as well as non-negative testing
• Identify reusability of data and test-cases to minimize efforts on existing scenarios in future cycles
• Identify test-cases automation priorities

Soft Skills/Qualification/Experience Requirements:

• B.E/ B. Tech /MCA
• Approximately 2-3 years of experience
• Should be an excellent team player
• Demonstrate ownership of all modules/project deliverables entrusted

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Job Description:

• Experience in playing the Scrum Master role for at least one year for a software development team that was diligently applying Scrum principles, practices, and theory. (Adjust based on your necessity)
• Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.
• Knowledge of various well-documented patterns and techniques for filling in the intentional gaps left in the Scrum approach(example: numerous Burndown technologies, various Retrospective formats, handling bugs, etc.).

Technical Skills:

• Knowledge of agile methodology and frameworks like Scrum, Kanban, XP, etc.
• Good skills to coach team how to follow agile scrum, which really works.
• Understand the basic fundamentals of iterative and incremental development.
• Strong knowledge of Scrum theory, rules and practices.
• Knowledge of other Agile approaches, like: Kanban, Crystal, FDD, XP, etc.
• Knowledge about other methodologies other than Agile-Scrum, so that he can explain other methodologies to motivate his team.
• Basic knowledge of software development processes and procedures to understand his team needs.
• Ability to take and understand his commitment to deliver the product on time.
• Know about the value of metrics and incremental delivery.
• Knowledge about tasks, backlog tracking, burndown metrics, velocity, user stories etc.
• Familiar with common development practices, Service oriented environments, and Agile practices.

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