Design Engineer
About ARC Group
At ARC Group, we believe in product excellence as well as user experience. All our products are user-centred and aim to give the best experience to our customers.
Our versatile product line includes prominent tools like ElementsKit, ShopEngine, GetGenie, WpCafe, Metform and Wp Social — dominating multiple industries like WordPress, SaaS, and many more!
We feel proud to have served over 1 million happy users, including small to large businesses, enterprises, eCommerce, and personal websites.
For relaxation during work, we have a sports zone, gym equipment, and an area for taking naps. While working at Xpeedstudio, you will feel like you are in the most comfortable workstation for sure!
As a Support Manager at ARC Group, you will be responsible for:
- Team Management: Leading, mentoring, and developing a team of support professionals to deliver exceptional customer support.
- Customer Issue Resolution: Overseeing the prompt and effective resolution of customer inquiries, technical issues, and concerns.
- Customer Success: Collaborating with Customer Success teams to ensure our customers achieve their desired outcomes and drive product adoption.
- Documentation and Knowledge Management: Managing the creation and maintenance of support materials, FAQs, and knowledge base articles.
- Process Improvement: Continuously improving support processes and workflows to enhance customer experience and operational efficiency.
- Quality Assurance: Implementing quality assurance programs and ensuring support interactions meet high standards.
- Reporting and Metrics: Tracking and analyzing support metrics to assess team performance and make data-driven decisions.
- Escalation Management: Managing and resolving escalated customer issues with professionalism and empathy.
- Vendor and Tool Management: Selecting and managing support tools and technologies to optimize support operations.
- Customer Feedback: Gathering and analyzing customer feedback to drive product improvements and enhance the customer experience.
- Training and Development: Providing ongoing training and development opportunities to support team members.
Qualifications:
- Proven experience in a support management or leadership role.
- Strong knowledge of WordPress and SaaS products and the ability to troubleshoot technical issues.
- Exceptional communication and interpersonal skills.
- A customer-centric mindset with a passion for delivering outstanding customer experiences.
- Analytical skills and the ability to use data to drive decision-making.
- Excellent problem-solving abilities.
- Experience with support tools and technologies.
- Previous experience in a SaaS or tech company is a plus.
Salary Range: –
- 60000-70000TK per month (Based on your experience)
Benefits You’ll Get:
- A great product and a highly motivated and experienced team that wants to push boundaries
- Two festival bonuses (According to the company policy)
- Training and learning materials to improve skills.
- Lunch and Snacks will be provided from the office.
- Unlimited tea and coffee.
- Fun, Relaxed Working Environment and Table tennis.
- Annual Salary Increments According to Performance
- Casual Leave Encashment + Bonus
- Incentive Project Wise
- Team Buffet & Office Pizza Party
- Yearly Performance Bonus
- Yearly Recognition
- Annual Pleasure Tour
- Other facilities as per company policy
If you are a motivated and customer-focused individual passionate about team leadership and support excellence, we encourage you to apply for this exciting opportunity. Join us in shaping the future of WordPress and SaaS industry with ARC Group.
How to Apply
Please submit your resume and a cover letter detailing your relevant experience and why you believe you are the ideal candidate for this position.
ARC Group is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Application Deadline: October 31, 2023
Apply Now