The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.
Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.
Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
Basware Support consists of more than 200 Support Specialists organized in 1st, 2nd and 3rd line based in 10 locations. Our unit processes more than 12 000 tickets per month, from service requests to very complex issues, requiring deep knowledge regarding Basware products and services, combined with the business process understanding.
As a Team Lead, you’ll lead one of our 2nd line teams in India, consisting of
experienced Support Consultants, who work closely with our Customers, our
Delivery Consultants, Production Teams, R&D Teams and other internal
stakeholders to resolve the Cases reported by our customers and partners. To
help our Customers succeed, understanding the specific impact on Customer
business is always the driver which you always keep in mind.
We are looking for a Team Lead/Manager for CS Line 2 Support team in India
Leading the team:
Implementing Customer Services strategy for the 2nd line team in India. Ensuring appropriate resourcing as well as competence development and performance management of the team members. Providing guidance, and managing the workload and assignments for the team members. Reflecting Basware values on everyday work, while keeping in mind that motivated people and their attitude plus skills are the support’s core.
Case and incident management:
Having the responsibility for the performance of the team, you are also responsible on your behalf for ensuring that the SLAs are met, and issues are prioritized properly. Keeping the focus on high quality: best possible technical resolution provided to the Customer and the communication always on the professional level.
Continuously and proactively finding improvement areas: what could we do even better? Liaising with other support teams and teams leads to plan and implement new processes and best practices, not only restricted to support function but the company in general.
Skills & Requirements
You have a strong background of working in Customer interface, leading highly experienced people, and preferably experience in support or consulting services business. You will also have technical and troubleshooting skills and a basic understanding of product development and production environments. You also have experience in the Cloud software business.
You enjoy working with various external and internal stakeholders, leading people, and turning challenges into positive opportunities. You have high motivation and desire to develop business and processes, in close co-operation with all the relevant team members. You have very strong communication skills (fluent English) and experience working in global matrix organizations.
Experience- 10+ years
· Experience in working on a team lead/manager role for a minimum of 2 years.
· Relevant business / solution / industry experiences an advantage
· In-depth experience of working closely with operational matters and have an ability to see “the larger picture”
· Detailed knowledge of customer support best practices and basic ITIL understanding
· People leadership
· Good presentation skills
· Fluent English required, written, and spoken
· Ability to motivate people in unlocking their talent
· Development oriented, driven by ability to develop processes
· Entrepreneurial attitude
We embrace a growth mindset.
We empower through accountability.
We dare to try.
We value every individual.
Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.
2020Recognized market leader with global operations, 20+ offices worldwide.
2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time
2014-2019Several industry recognitions and product launches
2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software
2005Launch of fully integrated Purchase-to-Pay solution suite
2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service
1992Launch of first financial management software
1985Basware founded in Finland