Customer Support Manager 

Responsibilities :

1. Understand the needs of the customers and help enhance customer experience by tracking customer encounters to identify errors and potential areas of improvement

2. Define and optimize customer lifecycle by establishing a customer experience roadmap to increase renewal rates and minimize churn

3. Drive customer lifetime value by defining the customer journey; deploying strategies to help drive business value with customers, taking ownership of customer issues and following problems through to resolution

4. Lead, expand, and mentor the customer success team by setting the strategy and KRAs, hiring and motivating employees to nurture an environment where they can excel through encouragement and empowerment

5. Partner closely with different teams/stakeholders to promote a customer centric mindset across the organization by evaluating customer experience realities, identifying and resolving bottlenecks and pursuing customer growth opportunities

6. Analyze statistics and customer touch points to evaluate the user experience and service levels and suggest and execute improvements therein

7. Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate

Required Candidate Profile :

1. A true love for customers

2. 5-8 years of experience in a customer success service oriented leadership role

3. Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

4. Experience in handling a team of minimum 30 members (direct + indirect)

5. Proven ability to develop strategies, translate them into initiatives and track successful delivery

6. Should be comfortable to work in a fast paced, deadline driven environment

7. Experience in the ecommerce industry startup will be preferred, though it's not necessary

8. Experience of working with Customer Support Tools will be preferred (Kapture, Freshdesk, Exotel, Kalyera, Chatbots etc.)

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