- Candidates with experience in Start up/Ecommerce Industry may apply

- Experience in setting up Escalation desk is mandatory

- The Customer Support Manager will proactively manage a team, ensure maximised productivity, handle high-quality post-sales support and customer service. He/ She will take the role of building, leading and overseeing the customer experience vertical, to improve support service, boost brand loyalty and overall customer satisfaction while aligning with the core culture and vision.

- The person should have experience of having worked in a startup in a similar role whereby has managed setting up processes, worked in a rapidly changing environment setting up processes focused towards Customer Delight, Is agile and extremely hands on, gets into the depths of the process and issues rather than just managing from the top..

- He/She should have the passion of being an SME by getting into root causes and details of issues and come up with both short term and long term fixes to the issues raised by Customers. Exceptionally strong on people and performance management skills, Setting up KRA/KPI for teams whichlead to meeting External Customer Experience. Should have experience of having worked onNPS and other Customer Experience tools.

- Having worked on Zendesk and a detailed understanding of Zendesk tool will be an added advantage.

Experience : minimum 10 Yrs (Age: Max upto 35 years)

Responsibilities :

1. Manage, guide and oversee a team to ensure seamless work efficiency

2. Effectively handle and resolve escalations; review and improve the escalation process periodically by evaluating performance metrics

3. Derive data-driven insights/intelligence to run focused and result-oriented customer engagement

4. Ensure the team's KPIs are met regularly

5. Use the best customer engagement tools to improve efficiency and productivity of the team

6. Monitor performance of individual team members and increase productivity

7. Provide regular coaching and feedback to the team members

8. Handle internal team conflicts and escalations

9. Guide the team to effectively handle and resolve customer issues

10. Coordinate with internal teams to deliver seamless customer experience across all touchpoints

11. Solve complexities, identify gaps and standardize interventions for each touchpoint in the journey

12. Learn and stay updated with the best practices in the industry, and test new strategies

Requirements :

1. Strong project management, ownership and communication skills

2. Graduate/Post graduate with English as the Primary Language with minimum 1+year experience in customers escalation handling.

- Knowing of Hindi is also preferred & an added advantage.

3. Ability to interact and communicate internally and externally in an effective manner

4. Empathy for customers and a passion for customer experience

5. Excellent problem-solving and negotiation skills; an analytical and process-oriented mindset with attention to detail

6. Proactively learns and upskills, with enthusiasm to inspire

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