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