Customer Support Lead | Core Team

Company Overview

Zobaze is a rapidly growing B2B SaaS company that has crossed the Product-Market Fit (PMF) stage. We are now transitioning from the 0 to 1 phase to the 1 to 10 growth phase, focused on building and optimizing SOPs and processes. We provide solutions to streamline business operations for SMEs and unorganized business owners, and were looking for a dynamic Customer Support Lead to help us scale.

Role Overview

The Customer Support Lead will be responsible for setting up and optimizing customer support processes to scale efficiently. This role involves creating SOPs, setting up reporting mechanisms, selecting the right tools, and leading the customer support team to ensure seamless and cost-effective support operations. The ideal candidate will have prior experience in a similar startup environment and a strong understanding of how to build and scale customer support functions.

Key Responsibilities

Technical Skills

Tool Selection & Implementation
 Evaluate and finalize the right customer support tools (e.g., Intercom) that align with the needs of a growing CS team.
 Replace existing tools that do not meet broader requirements, such as transitioning from HelpCrunch to a more suitable platform.

Process Setup & Optimization
 Develop and implement processes for ticket management, including the integration with backend teams to ensure timely resolution.
 Establish review mechanisms to optimize Playstore reviews and responses across multiple channels like email/ social.
 Initiate outbound chats if required, as the current focus is solely on responding to inbound queries/chats.
 Ensure the resolution of issues within agreed SLAs.

Customer Feedback Analysis
 Identify patterns in customer feedback, including feature requests and competitor insights, and communicate the crisp market insights to the leadership team.
 Be the Voice of the Customer: Identify and drive changes in product and company processes to increase efficiency while improving the customer experience.

AI and Automation Implementation
 Set up processes that can leverage AI to handle a significant portion of customer queries, aiming to resolve at least 30% of issues without human intervention.
 Scale the CS function to handle more queries without increasing the number of physical agents.

Knowledge Management
 Own online and offline support documentation and work with marketing and product teams to consistently update it.
 Ensure that the knowledge base is updated in real-time and that customer support agents are upskilled with new product launches and feature updates.
 Constantly improve the percentage of customer queries answered by guiding them to online documentation and the percentage of queries resolved using offline documentation or the knowledge base.

Measure Effectiveness of Customer Success
 Define operational metrics for the team and establish a system for tracking these metrics.
 Create a cadence for review within the team and expose a subset of metrics to the executive team/ company.
 Measure the effectiveness of support provided by your team using KPIs and metrics around response times, response quality, and the effectiveness of documentation. Publish these metrics internally.

Managerial Skills

Ownership, Leadership & Team Building
 A strong sense of ownership and the ability to work independently with minimal supervision.
 Build and lead the customer support team, including recruitment, training, and performance management.
 Recruit, hire, develop, and retain a high-quality team to meet forecasted demand.
 Drive the vision for customer experience across inbound and outbound customer channels, including social media.

Collaboration & Strategic Influence
 Collaborate with Customer Success, Engineering, and other internal groups to deliver services and solutions that delight our customers.
 Influence key metrics such as retention and FTP conversions by ensuring the team delivers timely and accurate communication, building customer trust.
 Develop strategies to manage 24/7 global customer queries while minimizing costs.

High-Value Query Management
 Personally handle and resolve queries and blockers for high-ticket-value resellers.

Reporting & Visibility
 Set up a reporting mechanism to give the leadership team visibility into daily vitals and the health of the CS function.
 Create and track OKRs and leading metrics necessary to monitor the progress of the CS team.

Continuous Improvement
 Stay updated with industry best practices and continuously influence the leadership to adapt and improve the CS function.

Qualifications
 Proven experience in setting up and scaling customer support processes in a startup environment.
 Strong knowledge of customer support tools and their implementation.
 Experience in managing and optimizing review processes.
 Ability to lead and develop a high-performing customer support team.
 Strong analytical skills to interpret customer feedback and derive actionable insights.
 Excellent communication and interpersonal skills.
 Ability to manage multiple tasks and projects simultaneously.

Preferred Experience
 Experience with Automation in customer support.
 Prior experience in a global customer support role with 24/7 operations.

Good-to-Have
 Exposure to supporting customers in multiple global languages.

About Zobaze

We're a team of problem-solvers at the forefront of transforming the microenterprise landscape. Our mission  To bring affordable, intuitive, and cutting-edge digital solutions to small-scale businesses - from local diners to neighbourhood shops - helping them thrive in a digitized world. We believe in the power of technology to level the playing field, transforming the way microenterprises operate, scale, and succeed.

Our workspace is a hub of creativity, collaboration, and relentless innovation. We encourage each member to think big, foster new ideas, and drive meaningful change. Our diverse team is united by a shared passion - empowering microenterprises by addressing their unique needs and challenges. If you're eager to make a real-world impact and thrive in a vibrant, inclusive environment that champions personal growth, let's connect. Together, we can reshape the future of microenterprises worldwide.

Current Stage
 We have a self-sustaining financial model and are generating positive cash flow, allowing us to invest in our team and their growth.
 Our solution has been incredibly well-received, with over 2 million downloads, indicating a strong market demand for our product.

Next Milestone
 Achieve $1 million in annual recurring revenue (ARR) for stability and growth.
 Create specialised unit-wise teams for each app to maximize efficiency.
 Establish an R&D department for enhanced user experience using technology.
 Automate 70% of recurring tasks internally to optimize productivity.
 Cultivate a strong team culture centred around innovation and collaboration.,