Lead, Product Support | B2B SaaS | US Market

Bookee

Bookee

Product, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, February 20, 2024
Our mission
Fitness and wellness businesses make this world a healthier and happier place. Between yoga studios, gyms, boot camps, and boutique studios, there is something for everyone. But today, the technology which powers them — is broken. The existing suite of software is clunky, difficult to use, faces regular outages, and offers poor support.
We’re changing that.
Bookee is the most complete software for fitness & wellness businesses. We bring together scheduling, memberships, payments, marketing, payroll — everything on one platform and automate it. Our goal is to replace ten different tools they use today with one almighty.
So that they can focus on what they love — making people healthy and happy.

Responsibilities

  • Be a passionate advocate for all members of Bookee's community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Bookee works
  • Deliver stellar operations outcomes according to agreed service level agreements: ensuring we achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, and ensuring our customer success metrics stay green, operate efficiently, and maintain the highest level of quality
  • Develop and maintain an in-depth understanding of Bookee’s offerings, including its features, functionality, and capabilities
  • Engage with stakeholders, to improve internal tools and the overall user experience
  • Obsess over monitoring and continuously improving team KPIs, productivity and quality of support. Identify opportunities to improve metrics and deliver on these initiatives
  • Regularly communicate with senior leadership regarding the team’s performance, opportunities for improvement, and contribute to projects designed to enhance the customer experience.
  • Act as a conduit for customer feedback, gathering insights, feature requests, and suggestions, and conveying them to the Product team
  • Work closely with Sales, Marketing, Product teams to ensure a coordinated approach to customer support
  • Create and maintain customer support resources, including best practice guides, case studies, and other educational materials
  • Own and identify strategies to improve support processes and workflows. Continuously contribute towards adapting and improving processes and workflows based on customer feedback, industry trends, and product updates to ensure best in class and seamless customer experience

Requirements

  • 5+ years of proven experience in B2B SaaS
  • Ideally, 2+ years of people management experience
  • Experience with processes, systematic organization, and delivering high-quality customer service
  • Experience working in a Customer Support, Call Quality, Learning & Development / Training team is a plus
  • Project management experience. Proven ability to manage a program of work from beginning to end
  • Logical mindset. Making decisions and sound business judgment through strong analytical thinking and a commercial / operational mindset
  • Demonstrated Data/Analytics experience; Excel proficiency
  • Exceptional writing and verbal communication skills
  • Flexible hours to cover hours of operation as needed
Our history and background
Our leadership team has worked at elite organizations and startups like JP Morgan, Shiprocket, and MagicPin; and is passionate about making physical and mental health more accessible.
We have raised over $3.2 million in venture capital from Antler; founder of FusionCharts (Pallav Nadhani); and leaders from companies like Meta, Gitlab, Freshworks & CleverTap.