Oye! Rickshaw - Team Lead - Customer Care (2-5 yrs)
A Customer Care Team Lead in Oye! Rickshaw will have end to end ownership of the customer escalation resolution process via emails & calls.
Responsibilities :
- Set up processes and automations to define new KPIs and improve the TAT of current metrics.
- Assist and guide a team of agents in regularly meeting the set SLAs and improving the quality of resolutions.
- Monitor performances of the agents and the overall process through daily/weekly/monthly KPI & quality check reports.
- Collaborate with cross-functional teams to manage processes and stay informed on all product updates.
Requirements :
- 2+ years of experience managing a customer support team.
- Similar experience in a startup preferred.
- Hands-on experience with tools like Freshdesk and Exotel.
Skills preferred :
- You love to take initiative and feel like you own the process you work on.
- You are willing to learn about new technologies and love to experiment.
- You are good at reading data and understanding gaps in processes.
- You have good communication and leadership skills.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
