Subject Matter Expert - Only Immediate Joiners
- Lokal
- 3 - 6 years
- Bengaluru
- 6 months ago
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Job Description
Role Overview :
We are seeking a highly knowledgeable and detail-oriented Subject Matter Expert (SME) to join our Customer Support team. In this role, the SME will be responsible for driving accuracy, efficiency, and quality across all support processes, tools, and interactions. You will act as the go-to expert for resolving complex queries, improving workflows, and enhancing support delivery standards. This role involves close collaboration with support agents, quality analysts, training teams, and product stakeholders to ensure a seamless and impactful customer experience.
Key Responsibilities:
- Provide deep domain expertise and support to teams across content, operations, product, and training.
- Review, audit, and validate workflows, processes, or content to ensure relevance, accuracy, and alignment with industry standards.
- Collaborate with functional teams to map processes clearly and translate them into structured, easy-to-follow SOPs.
- Ensure timely resolution of L2 tickets within the defined Turnaround Time (TAT) while maintaining high standards of quality in customer support delivery.
- Collaborate with product managers, content writers, and quality teams to ensure high standards.
- Conduct internal training and onboarding sessions for new team members in the domain.
- Stay updated with industry trends, tools, and compliance requirements.
- Identify gaps and proactively suggest improvements in existing content/process.
Requirements :
- Demonstrated expertise as a Subject Matter Expert in customer support, with a track record of driving high-quality team delivery.
- Bachelor's/Masters degree in a relevant field.
- Excellent communication and documentation skills.
- Strong analytical and research skills.
- Prior experience working with cross-functional teams is a plus (Sales , Operations , Product ,Quality Team)
- Attention to detail and a passion for knowledge accuracy.
Preferred Qualifications:
- Experience in creating SOPs and proficiency in using Office tools.
- Prior experience in managing teams.
- Exposure to startups or fast-paced environments.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: LokalLocation(s): Bengaluru
Keyskills: Customer Support Sop Creation Customer Support Quality Blended Process Subject Matter Expertise Domestic Process
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TO THE NEW is a digital technology services company that provides product engineering, Cloud and FinOps services to enterprises, SaaS, and consumer tech companies.We are recognised by global analyst firms like Gartner, Forrester, Everest, ISG, and Zinnov for its capabilities in Digital Engineering, ...
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