Job description

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About The Role

We want people who are passionate about fine-tuning the performance and accelerating the personal development of their team members.This role will play a critical role in building teams to ensure that every customer feels that they’ve been provided the highest quality support possible. This manager will help define strategy, hire and enable teams of a-players, implement new processes, and help educate our customer base.

Essential Functions

Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
Place the customer experience at the forefront of their work
Manage & triage the queue to reduce wait times & optimize customer experience
Schedule appropriate coverage for support duties and alert leadership to conflicts and gaps
Coaching & Development for all the IC’s reporting; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
Assisting the recruiting team in new hires and backfills for the Support Team; conducting Debriefs, Interview Kits, Job Descriptions and overseeing new Hire Onboarding process.
Monitoring and approving PTO’s
Act as first-point-of-contact for escalations to leadership
Ensure escalations on shift are routed, prioritized, alerted, and resolved properly
Provide weekly feedback to direct reports on productivity & QA
Own handoffs between shifts on both an individual & leadership level
Build effective relationships with cross-functional partners and stakeholders
Develop, refine, and implement improvements to process and procedure regarding the administration and maintenance of applications.
Should have experience working in a global organization and managing resources remotely.
Owns the overall performance management of each team member - including providing frequent performance feedback & guidance, conducting formal periodic/annual reviews & salary planning.
Lead people while demonstrating exceptional people handling skills, including conflict resolution, team motivation, and people development.
Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent customer service.

Shift Timings: US Shift (6PM to 3AM IST)

Education

Any Bachelor's Degree

Experience

Overall work-experience of 10+ years, Strong people management expertise of at least 4 - 5+ years in technical support management roles.
Experience hiring and scaling teams across multiple pillars while managing globally
Experience with support tools and phone systems.

Knowledge, Skills and Ability

You are proactive and take ownership in all you do
Excellent situational awareness in handling objections in dynamic customer environments.
Excellent written and verbal communication skills.
Leading cross-functional collaboration across global teams
Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
Ability to attract, hire and retain high-performing support professionals
Demonstrate strong work ethic and advanced organizational skills
Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc - Added advantage

Required profile