Lead Support Engineer

3 days ago

Dhaka, Dhaka, Bangladesh SovWare Full time

Do you love helping customers succeed and building great teams?

SovWare is hiring a Lead Support Engineer to build and lead our customer support team. If you're a customer-focused leader who enjoys creating excellent experiences, we want to hear from you

No. of Vacancies:
 1

Salary:
 BDT up to 1,00,000

Job Location:
 139, TPL Complex, Signboard

Key Responsibilities:

  • Provide live chat support, answer to the support tickets, and WordPress Repository in a clear and concise manner.
  • Create and carry out customer success plans to improve satisfaction and keep customers loyal
  • Satisfy users and convince them to purchase through top-notch pre-sales support.
  • Build, lead, and train a high-performing customer success and support team
  • Set team goals and track important metrics like response time and customer satisfaction
  • Create a customer-first culture where the team focuses on helping customers succeed
  • Design clear processes and best practices that the team can easily follow
  • Check team performance regularly and provide helpful feedback
  • Fix WordPress problems like plugin conflicts and performance issues
  • Work closely with sales, marketing, product, and development teams
  • Test WordPress Themes and Plugins to find bugs and fix them in collaboration with the development team.
  • Excellent communication skills with genuine passion for helping customers

Requirements:

  • At least 4 years of experience in customer success, customer support
  • Proficient in written English and excellent communication skills.
  • Solid understanding of WordPress Action/Hooks, PHP, HTML & CSS(Advanced), WordPress Theme or plugin Customization.
  • Advanced debugging skills using browser inspection tools.
  • Great knowledge of WordPress Themes and Plugins as we work with WordPress related products.
  • Familiarity with support platforms (Zendesk, Intercom, HubSpot, Freshdesk, etc.)
  • Participate in documentation writing and improvement.
  • An ability to handle immense pressure and has a passion for solving complex issues.
  • Calmness and a great sense of humor.
  • A team player.

Nice to Have:

  • Bachelor's degree in Computer Science, or related field
  • Customer Success certification or training
  • Previous work in a WordPress product company
  • Experience conducting customer training or webinars
  • Knowledge of customer journey mapping
  • Understanding of product adoption and user engagement

What We Offer:

  • Yearly casual and sick leave.
  • Paid leaves and bonuses for newly married members.
  • Paternity and maternity leave with allowance.
  • Free home-cooked breakfast, lunch, coffee, tea, and snacks.
  • Annual retreat at least once.
  • Very friendly and cozy workplace.
  • 2 festival bonuses.
  • Performance bonus.
  • Special Etekaf & Hajj Leave
  • Fun and entertainment with sports like foosball, cycling, cricket, table tennis, etc.
  • Yearly salary increment based on performance.
  • Knowledge-sharing sessions on a regular basis.
  • Other benefits as per company policies.
  • 50% of the total medical expenses each month.*

Working Schedule:

  • From 9:00 am to 5:00 pm (Sunday to Thursday).
  • Friday & Saturday are holidays.
  • Occasional flexibility is needed for customer emergencies and team coordination

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