One of our Leading niche B2C well funded client is looking to hire for Head – Customer Support position. This organization founded by IIT Roorkee alumni and provides UPI payment platform for set of niche customers. They have setup operations in Bangalore and growing fast.
– 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 optimise 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 FamPay
– Understand the products inside out and be always prepared to provide technical support or training to customers
– Hire, evaluate and train team of agents
– Constantly work with the product team for pro-active and better solution to achieve a stunning customer experience
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
– Customer focus and adaptability to different personality types
– Must be fluent in English & Hindi
Bonus if you also
– Worked with a fin-tech company
– Understanding of SQL or experience in data analysis