Lead a team of customer operations specialists to ensure efficient and effective customer support experience. Manage daily operations, assign tasks, and provide coaching and feedback to team members. Collaborate with other departments to improve customer service processes and drive customer satisfaction.

Skills

• Team management
• Customer Service
• team leading
• Escalation Management
• Team handling
• Performance Metrics
• Process Management
• Customer retention
• SLA Management
• Customer Handling

Requirements

• Job Role Manager -Customer Operations -Team Leader
• Job Type Full Time
• Workplace Type Onsite
• Industry Technology, Information and Internet

Secondary locations

About

Not provided

Responsibilities

• Need to manage customer experience across touch points of the organization
• Open to new ideas, challenges & projects
• Need to challenge current SOPs and develop new workarounds for the existing processes
• Need to challenge the timelines to achieve the target well before the given targets
• Need to manage the vendors and assist them to improve on experience as well as KPI targets
• Mange the partners operationally & administratively
• Manage partner Invoices
• Need to manage in house direct team members (reportees), operationally & administratively
• Need to track & achieve targets of the support ticket function
• Establish & maintain healthy business relationship with Internal teams & verticals.

Other Requirements

• Education:
• A bachelor's degree in Business Administration, Marketing, or a related field. MBA preferred.
• Experience:
• 8+ years of experience in customer servicing department in e commerce/Logistics, D2C business, or related industries.
• Team Handling experience of customer support/ customer servicing.

Good to have

Not provided

About the Company

We’re on a mission to make eCommerce simple, accessible and trustworthy

We enable eCommerce sellers with AI-driven technology and dependable services encompassing conversion, order fulfillment, shipping, buyer communication, returns management, and more.

Our platform leverages data, workflows and supply chains at scale, providing you with just about everything you need to provide a delightful customer experience.