Iranian Company in HealthTech Industry
Annual Package: 1 – 1.4 billion Tomans
Responsibilities
· Lead and manage the support team to ensure efficient daily operations.
· Monitor support performance, service quality, and response times.
· Improve support processes, workflows, and operational efficiency.
· Collaborate with product and technical teams to resolve complex issues.
· Analyze customer feedback and recurring issues to identify improvement opportunities.
· Establish support KPIs and monitor team performance against targets.
· Develop and maintain support guidelines, procedures, and knowledge base resources.
· Coach and develop team members to improve service quality and productivity.
· Identify product-related issues and communicate customer needs to relevant teams.
· Ensure consistent, timely, and effective resolution of customer inquiries.
Requirements
· 5+ years of experience in customer support or service operations.
· Proven experience managing call center or customer support teams.
· Strong understanding of technical products and software systems.
· Ability to understand product functionality and technical issues.
· Strong analytical and problem-solving skills.
· Experience defining support KPIs and monitoring team performance.
· Ability to collaborate effectively with product and technical teams.
· Strong communication, leadership, and people management skills.