Customer Experience/Customer Success Lead – Financial Startup (5-10 yrs)

Looking for a Customer experience lead/ Customer Success Head/ Contact Centre Ops head for a Financial Start Up in Bangalore.

Responsibilities :

– Ensure that the Customer Support team handholds our customers as they get started with using our products

– Support the team of agents on any alerts, escalations and red flags in a timely manner

– Create process, policies & procedures to optimize customer experience

– Monitor account health and improve efficiency

– Identify & assess customers- needs, clarify information and provide solutions and alternatives wherever applicable

– Convert customer satisfaction to customer advocacy for the company.

– Understand the products inside out and be always prepared to provide technical support or training to customers.

Apply only if you :

– Have minimum 4 years of experience in leading customer support team (100+ agents) at a consumer product based startup

– Are familiar in using smart and modern CRMs like Zendesk, Freshdesk, Intercom, Freshchat, etc.

– Have excellent listening, written and verbal communication skills

– Handled a scale of more than 5000 tickets a day. This must include calls, emails and real-time chat.

– Scaled yourself to become an operations leader

– Have hired and trained agents in the past

– Worked with third party vendors and BPOs for customer support

– Track record of over-achieving performance


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