Job Description

Team Lead - Customer Support
Roles and Responsibilities
Vertical: Zeitview Reports to: Operations Manager - Customer Support Direct Reports: Yes Department: Operations Objective Zeitview is the leading intelligent aerial imaging company for high-value infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk and improve build quality. Headquartered in Santa Monica, CA, Zeitview serves customers in the solar, wind, insurance, construction, real estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is active in over 70 countries. This position is responsible for leading a team of associates. Leading the day\xe2\x80\x93to-day planning, operations and problem-solving of a team to meet with the required KPIs, standards, and operational targets; offer creative solutions; to develop the team to ensure delivery of consistently superior operations and customer support by highly knowledgeable and customer-focused associates. Provides help to management, including training, and keeps management updated on team performance.; this requires leadership, people skills, and the ability to clearly communicate. This role is a team leader as well as an individual contributor. Responsibilities

• Monitor all statuses in the operations pipeline in admin and zendesk to make sure all tasks all handled and nothing falls through the cracks.
• Utilize proper tools, channels, and workflows accordingly to follow standard procedures outlined in our Management System.
• Ability to work a scheduled shift and scheduled tasks accordingly.
• Audit admin and zendesk to ensure all missions are accounted for and action is taken accordingly.
• Set 1:1 meetings with associates on a weekly basis.
• Monitor team members\' participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed. Train new employees on company standards and procedures.
• Communicates OKRs, policies, safety practices and deadlines to the team.
• Create an inspiring team environment with an open communication culture.
• Motivate team members.
• Listen to team members\xe2\x80\x99 feedback and resolve any issues or conflicts.
• Communicate internal concerns to Manager.
• Perform other tasks that will be assigned to, from time to time.

Knowledge, Skills and Abilities

• Bachelor\xe2\x80\x99s degree or higher with minimum 6-10 years of professional work experience in relevant domains as mentioned below.
• A minimum of 2 years experience in leading a team working on operations and customer support and should have handled appraisal cycle.
• Past experience as a senior customer support associate.
• A high degree of creativity, foresight, and mature judgment in leading, organizing, and guiding extensive operational teams and activities
• Experience leading teams of complex diversity and scope which are of critical importance to overall company objectives.
• Excellent planning, scheduling, and team leading skills with the ability to work both independently and in team settings.
• Solid computer skills (Office suite, Slack, Zoom, Zendesk).
• Excellent English written and verbal communication skills.
• Ability to work in an office environment.
• Able to travel for short-term company gatherings.
• Able to sit, stand for long periods of time.

Job Type: Full-time Salary: \xe2\x82\xb9800,000.00 - \xe2\x82\xb91,000,000.00 per year Benefits:

• Health insurance
• Life insurance
• Provident Fund

Schedule:

• Night shift
• US shift

Ability to commute/relocate:

• Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you worked on Zendesk?
• What is your last working date

Experience:

• total work: 5 years (Preferred)

Shift availability:

• Night Shift (Preferred)

Speak with the employer
+91 7675983312
Application Deadline: 31/10/2023
Expected Start Date: 02/11/2023