Senior Manager – Customer Support Operations (10-12 yrs)
Job Description
Sr. Manager – Customer Support Operations
– Core deliverable: Manage customer support operations and team
– Manage the daily operations of the customer support processes and deliver the agreed performance
– Should have managed a team of Asst. Managers or Managers for at least 1 year
– Comfortable with ambiguities and complexities of a start up environment
– Experienced in planning and budgeting the contact center operations for volume and headcount
– Manage the team and drive performance management of the team
– Improve customer satisfaction levels
– Experience in customer support environment using Freshdesk or similar ticketing system is preferred
– Knowledge of and experience in crypto industry is preferred
– Startup experience and experienced in handling escalations will be advantageous
Technical Expertise
– Comfortable with Microsoft excel and powerpoint
– Awareness of six sigma and robotic process automation (RPA) would be advantageous
Experience
– 10 to 12 years of full time experience
Education
– Any graduate or post graduate degree.
– Professional qualification is preferred
