A bit about us
WeatherBug, a division of GroundTruth, empowers people to plan their day thanks to hyperlocal weather forecasts. With 10+ million monthly users, our app and website are favorites on the App Store and Google Play Store. We use a vast network of weather observations and innovative technology to give you real-time forecasts, alerts, and insights. Our team is passionate about enhancing user experiences and always looks for new ways to use weather data to make a difference. Join us at WeatherBug and help people stay informed and prepared for whatever the weather brings. Let's make it happen together!
Learn more: www.weatherbug.com
At GroundTruth, we believe that innovative technology starts with the best talent and we have been ranked one of Ad Age’s Best Places to Work for three years in a row (2021, 2022 & 2023). Learn more about the perks of joining our team here.
Position: Manager, User Support
Location: Gurgaon OR Remote
**This role requires Core Work Hours from 8:30 pm to 12:30 am IST (will change as per daylight saving in the US). The remaining hours are completed at individual discretion.**
Role Characteristics:
As the Manager of User Support, you are the voice of our most valuable asset: our users. You champion their needs and collaborate closely with Product Management and Engineering teams to shape product decisions and elevate the overall user experience. Operating autonomously, you lead user support teams and oversee all support operations for our mobile app and website users. Your extensive experience with both the Google Play Store and the Apple App Store equips you to manage and respond to user feedback promptly and effectively, ensuring exceptional support.
You will:
● Identify User Challenges: Swiftly address user reviews and inquiries on Google Play and the Apple App Store, ensuring prompt resolutions.
● Implement Support Solutions: Develop and maintain comprehensive support policies and standards to provide consistent, high-quality user assistance.
● Lead Team Innovation: Mentor and empower the User Support team to excel, fostering innovation and meticulous attention to detail.
● Collaborate Across Functions: Engage closely with Product Management and Engineering teams, providing insights to drive product enhancements and improvements.
● Analyze Data for Insights: Utilize data analysis to track support metrics, identify trends, and optimize strategies for enhanced user engagement and satisfaction.
● Leverage Automation and Technology: Oversee the integration of automation and technological advancements to streamline support processes and improve the user support experience.
● Drive Continuous Improvement: Implement robust feedback mechanisms and utilize data analytics to anticipate future support needs, ensuring ongoing enhancements in user satisfaction and engagement.
● Additional Responsibilities: Undertake additional responsibilities as assigned.
You have:
● Education and Experience: A Bachelor’s degree or equivalent in Business, Communications, or related field, with 5+ years of user support experience, including 2+ years in a leadership role, or 7+ years of experience without a
degree, including 3+ years in a leadership role.
● Communication and Customer Focus: Strong communication skills with users and cross-functional teams, prioritizing customer needs for exceptional support experiences.
● Leadership and Team Management: Proven ability to inspire teams, foster innovation, and achieve departmental goals while managing resources effectively.
● Technical Proficiency and Problem-Solving: Proficient in mobile app and website technologies, adept at quickly identifying and resolving user issues.
● Strategic Thinking and Data-Driven Decision Making: Capacity to think strategically, utilize data for decision-making, and drive continuous improvement initiatives in user support operations.
● Adaptability and Attention to Detail: Ability to adapt to changing priorities and technologies, with meticulous attention to detail in maintaining support standards and procedures.
What we offer:
At Weatherbug, we want our employees to be comfortable with their benefits so they can focus on doing the work they love.
- Parental leave- Maternity and Paternity
- Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays).
- In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
- Health cover for any hospitalization. Covers both nuclear family and parents
- Covid home quarantine cover
- Tele-med for free doctor consultation, discounts on health checkups and medicines
- Wellness/Gym Reimbursement
- Pet Expense Reimbursement
- Childcare Expenses and reimbursements
- Employee assistance program
- Employee referral program
- Education reimbursement program
- Skill development program
- Cell phone reimbursement (Mobile Subsidy program)
- Internet reimbursement
- Birthday treat reimbursement
- Employee Provident Fund Scheme offering different tax saving options such as VPF and employee and employer contribution up to 12% Basic
- Creche reimbursement
- Co-working space reimbursement
- NPS employer match
- Meal card for tax benefit
- Special benefits on salary account
We are an equal opportunity employer and value diversity, inclusion and equity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
