Job Description

About Perx: Perx Technologies is a category-creating Lifestyle Marketing SaaS Platform helping large enterprises and digital native businesses transform from transient and transactional brands to del About Perx: Perx Technologies is a category-creating Lifestyle Marketing SaaS Platform helping large enterprises and digital native businesses transform from transient and transactional brands to delivering continuous and meaningful customer engagements in the digital economy. Powering large regional and global brands, the platform enables organizations of all sizes to monetize customer engagements by creating personalized, interactive revenue-generating digital experiences for millions of end consumers. Quick Snapshot: This is a leadership role where you will be required to lead a cross cultural team of customer support to resolver our customer's queries and give them a seamless experience with our platform. You will need to have a passion in delighting customers through prompt and professional engagements. What's the role . Develop and monitor our policies, procedures and metrics (e.g. FRT, TTR, NPS, CSAT, etc). to ensure that our clients have a world class customer support experience. . Develop our internal training programs for the customer service team to deliver a phenomenal customer experience. . Partner with the product team to relay customer needs, pain points, and experiences to drive product strategy, roadmaps, and prioritization. . Collaborate with leadership and marketing teams to monitor, track and report escalations for customer support issues and devise processes to ensure follow-up with unsatisfied customers, issue resolution, and customer satisfaction. . Direct, develop and manage the performance of technical support team members in supporting platform performance. . Ensure all customer issues are resolved within the agreed service level agreements. . Develop and maintain strong collaboration with the Engineering team to ensure seamless escalation engagements. . Represents Perx management for technical escalations as part of incident management process. . Proactively identifying and action on improvements on support processes, productivity and customer experience Who are we looking for . Mandatory: Ability to be on-call to be engaged for high priority escalations. . BS degree in Information Technology or equivalent field with a minimum of 8 years of relevant industry experience in enterprise support. . B2B Enterprise experience is a key advantage. . Experienced leading a globally dispersed customer support team that is proficient in omnichannel support tools . Strong motivation and drive to elevate a high performing 24/7 customer support team . Demonstrates passion in delighting customers through prompt and accurate engagements. . Experience working in a SaaS start-up will be added advantage. . Ability to multi-task, prioritize, and manage time effectively. . Highly accountable, responsible, creative thinker and problem solver. . Great in managing complex and critical issues, internally and externally. . Understand uncertainty, chaos and fast pace culture. . Excellent communication, interpersonal, negotiation, client and time management skills. . Excellent attention to detail. What's on offer . Collaborative environment and the opportunity to work with one of Asia's leading players in the Martech and Fintech space. . Opportunity to work with 1Bn B2C global conglomerates in the banking, large retail, insurance and telecom sectors. . Work with a globally hand-picked talent of 50+ employees who power some of the largest brands in the region who leverage the SaaS platform to engage with 50Mn+ consumers each day. . Great career development opportunities across marketing, pre-sales, and customer engagement teams are offered with cross-developmental training. We understand that product innovation comes from people innovation and that is why we invest in high potentials and cultivating leaders throughout the organization. If you are passionate about creating and contributing to a top-notch culture - join us. This is your opportunity to be part of an incredible story that is only getting bigger and more exciting by the day. We are passionately disrupting the traditional loyalty space and redefining what it means for brands to have meaningful relationships with their customers in the mobile first economy To find out more about who we are and why we exist go to: www.perxtech.com.