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Group Manager - Customer Success @ Keka Technologies

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 Group Manager - Customer Success

Job Description

About Keka
Keka has been a silent revolution in the making since our launch 6 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 4000 businesses across India and the world. Today we are India s #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don t hide and we aren t afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

Role Overview:
We re looking for a Customer Experience Leader to manage and optimize onboarding, customer success, and support for our US-based clients during the night shift. You ll lead a remote team, ensuring a seamless customer journey from onboarding through ongoing support, while driving customer satisfaction and retention.

Key Responsibilities:
  • Lead a Remote Team:
  • Supervise and support a team providing onboarding, customer success, and support, ensuring performance meets KPIs like response time, resolution time, and customer satisfaction.
  • Coach and develop team members to improve skills and service quality.

  • Onboarding & Success:
  • Oversee smooth onboarding processes for new US customers, ensuring they are set up and confident using Keka.
  • Drive customer success by proactively addressing issues, enhancing adoption, and reducing churn.

  • Customer Support Excellence:
  • Act as the escalation point for complex inquiries, ensuring timely resolution via email, chat, and phone.
  • Provide empathetic, high-quality support to ensure customer satisfaction.

  • Continuous Improvement:
  • Gather customer feedback, identify pain points, and implement solutions to improve processes.
  • Collaborate with cross-functional teams to address product issues and suggest improvements.

Requirements:
  • 8+ years in customer service or success, with 3+ years in a leadership role.
  • Strong leadership, problem-solving, and communication skills.
  • Experience with customer experience tools (e.g., Zendesk, Salesforce, Hubspot).
  • Ability to manage a remote, night-shift team and thrive in a fast-paced environment.

Job Classification

Industry: Film / Music / Entertainment
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Manager
Employement Type: Full time

Contact Details:

Company: Keka Technologies
Location(s): Bengaluru

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Keyskills:   Supervisor Customer satisfaction Customer support Customer service Customer experience Management Continuous improvement Service quality Advertising Salesforce

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Keka Technologies

keka Technologies Pvt Ltd About Us: Keka has grown super-fast to become the leading HR Tech product, thanks to our people and customers. We are here to transform businesses in India by empowering HR and employees with right tools, so they can focus on doing their best. We are unstoppable and ar...

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