Plivo is hiring a

Head of Support - International

Full-Time
Remote
Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers with confidence. 
Plivo’s mission is to simplify business communications.  Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale.

Founded in 2011, Plivo has over 300 employees remotely across US and India. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. 

Plivo has been profitable for the past 7 years, an unusual milestone for companies of this scale.  Plivo’s success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which is estimated to grow to $16 billion by 2025.

Plivo is looking for a seasoned leader to manage a dynamic team, oversee support delivery, talent management, and customer satisfaction. This role is responsible for managing and developing some of the brightest technical talents to drive customer satisfaction and product support which is critical to Plivo's success.
As one of the innovative platforms on Cloud Telephony, the support teams at Plivo help the ever-increasing global customer base each year. We deliver technical support to our business customers on a variety of our services and products.
This role will be responsible for providing leadership and direction to the customer support department for APAC and EMEA regions. As part of this role, you will be responsible for establishing and overseeing the adoption of the support department’s vision, goals and objectives in the APAC and EMEA shifts. You would also be determining key strategic direction and objectives of the customer support department. This role is also responsible for driving necessary changes for the improvement of operating and organizational efficiency of the customer support team. 

Skill Required :

  • Minimum 8+ years of strong people management experience managing diverse teams, headcount & staffing plans.
  • Minimum 13+ years of solid support or technical service delivery experience to global customers.
  •  Business data analysis and good skills in tools such as MS Excel and Powerpoint.
  •  Extremely customer-focused.
  • Project management skills.
  • Deal with ambiguity and put a structure to it.

  • Leadership and Strategy: 

  •  Manage and lead the APAC and EMEA support teams with a focus on team performance.
  • Work with Support managers to lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.
  •  Be on top of the Plivo products, offerings and day-to-day business operations.
  •  Continuous improvement of customer experience through the formulation or constant.
  • improvement of the approaches and strategies applied by the team.

  • Customer Management: 

  • In charge of managing both internal and external relationships on behalf of the customer support department.
  • Focus on customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value.
  • Drive support excellence initiatives to enhance the customer's support experience.
  • Prepare business continuity plan from support delivery perspective.
  • Work with Support managers to ensure team members develop their professional skills.
  • through active participation in relevant events, training, mentoring, and communities.
  • Manage high-priority escalations with finesse. Take charge of the situation at your level and respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, internal escalation/ engineering teams, upper management, and ensure robust status communication. 

Empowerment to plan and execute.
Medical and Life Insurance.
Open culture and working with a young and dynamic team.
Career advancement opportunities.
Generous leave policy.
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