Multiplier

5 days ago

Specialist, Customer Support APAC/ EMEA (Member Support Team)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead a team of Customer Support Specialists within the Member Support function, ensuring service levels such as fast response and timely resolution while managing daily ticket targets. Review and process member documents, orders, files, and cases against set timelines. Identify process issues, run proactive analysis, and suggest improvements or automation. Collaborate with stakeholders on knowledge checks and efficiency-driven tasks, using reporting and CRM support tools.

Location: Pune

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide guidance, instruction, direction, and leadership to a team of Customer Support Specialists.
•Monitor quantitative and qualitative team achievements and report results to the Sr Customer Support Manager.
•Examine, review, and process documents, orders, files, and cases allocated as per timelines.
•Identify process-related scenarios, perform proactive analysis, and propose solutions for process improvement or automation.
•Provide inputs for knowledge checks and collaborate with stakeholders to drive outcomes and efficiency-based tasks.

Pay and Benefits

Perks:Health InsuranceEsopsHoliday Policy

Key Requirements

•Drive team performance by meeting customer support metrics for response time (1 hour) and resolution time (6 hours).
•Ensure daily open ticket targets per agent are met (at 0).
•Adopt and follow SOPs quickly and understand the coaching & feedback mechanisms.
•Prior experience working with ZenDesk and Intercom.
•Multi-tasking ability and understanding of manpower planning, with B2B SaaS business acumen as a plus.

Experience:B2B SaaS

Skills:MultitaskingCoachingFeedbackProactive analysisStakeholder collaboration

Tech Stack:MS OfficeCRMZendeskIntercomPower BISQL

Company Brief

Multiplier

Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Multiplier

5 days ago

Specialist, Customer Support APAC/ EMEA (Member Support Team)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Pune

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide guidance, instruction, direction, and leadership to a team of Customer Support Specialists.
•Monitor quantitative and qualitative team achievements and report results to the Sr Customer Support Manager.
•Examine, review, and process documents, orders, files, and cases allocated as per timelines.
•Identify process-related scenarios, perform proactive analysis, and propose solutions for process improvement or automation.
•Provide inputs for knowledge checks and collaborate with stakeholders to drive outcomes and efficiency-based tasks.

Pay and Benefits

Perks:Health InsuranceEsopsHoliday Policy

Key Requirements

•Drive team performance by meeting customer support metrics for response time (1 hour) and resolution time (6 hours).
•Ensure daily open ticket targets per agent are met (at 0).
•Adopt and follow SOPs quickly and understand the coaching & feedback mechanisms.
•Prior experience working with ZenDesk and Intercom.
•Multi-tasking ability and understanding of manpower planning, with B2B SaaS business acumen as a plus.

Experience:B2B SaaS

Skills:MultitaskingCoachingFeedbackProactive analysisStakeholder collaboration

Tech Stack:MS OfficeCRMZendeskIntercomPower BISQL

Company Brief

Multiplier

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 5M to 10M

Growth: Growth Stage Startup

Valuation: USD 250M to 500M

Funding: Series B

Headquarters: New York, United States

Founded: 2020

Glassdoor: 4.3

Website LinkedIn Glassdoor