Human Resources at ixigo
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Zoop - Lead - Customer Support (6-7 yrs)
Company Overview:
About Zoop:
Zoop, a leading e-food catering platform for Indian Railways, is part of the travel tech giant ixigo. We offer a seamless dining experience for train travelers, delivering quality meals directly to their seats. We partner with renowned food brands to ensure a diverse and delectable menu. As a member of the Ixigo family, we are committed to providing innovative solutions and exceptional customer service.
Key Responsibilities :
- Develop and implement efficient processes for daily customer support operations.
- Design and plan an effective team structure to optimize performance and workflow.
- Conduct training sessions for team leaders to enhance their skills and leadership capabilities.
- Stay updated on emerging technologies and methodologies to improve the customer support function.
- Monitor performance metrics and make data-driven adjustments to strategies as needed.
Required Skills and Qualifications:
- 6-7 years' experience.
- Proven experience in customer support management or a related field.
- Strong leadership and team-building skills with a focus on mentoring and training.
- Excellent communication and interpersonal skills.
- Ability to analyze data and implement process improvements based on insights.
- Familiarity with customer support software and technologies.
Additional Information:
- This position is 6 days working.
- The role requires working from the office Mohan Cooperative, South Delhi.
- The candidate must have at least 2 years of experience in managing CX functions as a lead/manager (handling a team size of at least 15 people)
- Preference for e-commerce/internet businesses
