About Explorex:
An organization founded with empathy at heart, Explorex envisions itself as a beyond software company, which in addition to disrupting the F&B industry with its full-stack software, wants to empower business owners to nurture their dream with care. At Explorex we are not just building a software tool, we are dedicated to crafting an ecosystem for the restaurant industry like never before.
We envision empowering restaurants to drive operational, financial, and customer excellence to redefine the restaurant experience. With a range of dynamic solutions, business owners can get rid of the hassle of approaching different solution providers for each necessity and thus manage their restaurant in an easy, and streamlined manner across multiple locations. Explorex is bringing about a digital revolution the likes of which have not been seen before and is fast spreading across the country.
Explorex is present across 15+ cities and is backed by YCombinator, Pioneer Fund, and HOF Capital to name a few, and is fast becoming one of the leading players in the industry. With no other company providing such a holistic ecosystem, Explorex is all set to become a really dominant company nationwide, with a fast-expanding team.
We believe that everyone is equally important to the team. It's everyone's joint effort that makes our vision come to a shining reality. The team of game-changers we have is full of energy and enthusiasm, chasing down ideas and opportunities with passion. They are keen to grow and learn, while eagerly looking for people with a drive to make dreams come true through dedicated hard work. A business like never before, Explorex has opportunities for everyone. The unique onboarding process, training, hands-on experience, and then implementation of the vision with all of the creative freedom is something that Explorex offers to each individual. This is a team that works, dreams, and grows together!
Responsibilities and requirements:
Lead, coach, and train a team of driven customer support specialists.
Maintain response and resolution turnaround times in line.
Ensure high customer satisfaction scores for all support channels (tickets, chats, and support calls).
Engage in support of key clients and escalation management.
Ensure 24 X 7 Customer support availability.
Work closely with the Tech team to resolve bugs and other client issues.
Liaise with the product team to facilitate the prioritization of features based on client requests.
Skills & Competencies:
Minimum 2 - 3 years of experience in Customer Support/ Tech Support/ Service Desk (SaaS companies is a Puls)
Excellent written and communication skills.
Displays excellent customer service and problem-solving skills
Ability to build good relationships with clients
Problem-solving skills
Self-motivated, with a high degree of alliance & respect for work culture, people, systems & processes
Excellent abilities in mentoring & coaching to achieve performance from the team
Abilities to handle high-pressure environments with a calm & capable approach
Bachelor's degree in any field
Explorex
