HR Lead at EkAnek Networks
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EkAnek Networks - Lead - Customer Success (1-3 yrs)
Customer Success Lead
- As Customer Services Lead, the incumbent will be owner & driver for customer delight at Foxy. You will work closely with the product team, tech team, customer service team and business leaders to drive up customer NPS while ensuring the process is sustainably scalable.
- In a given week, you will oversee the health & key metrics of customer delight (NPS, Ticket closures & TATS, cost management and partner relationship), monitor & execute short term & long term projects and work with cross functional teams to drive up customer delight.
The must-haves :
- At least 3 years of e-commerce customer service experience
- Deep understanding of all aspects of end-to-end e-commerce and customer service
- Proven leadership skills-the ability to manage teams and build partnerships
- The ability to service actionable insights by collating data from customer feedback and operational information and metrics
- Previously worked with Tech & Product teams to co-create workflows, features and solutions
- An owner's mindset-you embrace challenging problems. Can make decisions amidst ambiguity, achieving consensus amongst stakeholders.
- Bachelors/Masters degree from Tier 1/Tier 2 institute (nice to have, owner's mindset is more important)
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