- We are seeking a dynamic and customer-centric individual to join our team as an Assistant Manager for Customer Experience.

- As the Assistant Manager, you will play a critical role in ensuring that our customers have a delightful and seamless experience throughout their journey with our company. Your primary responsibility will be to support the Customer Experience Manager in overseeing all aspects of customer interactions, focusing on improving satisfaction, loyalty, and retention.

- If you are a results-driven leader who is passionate about customer service and has experience leading teams and implementing projects to improve performance, we encourage you to apply for this exciting opportunity.

Key Responsibilities :

Customer Support and Communication :

- Provide exceptional customer support through various channels, including phone, email, live chat, and social media.

- Address customer inquiries, concerns, and complaints promptly and effectively, ensuring a positive resolution to each interaction.

- Collaborate with the Customer Experience Manager to develop standardized responses and guidelines for common customer queries.

Team Management and Development :

- Assist in recruiting and onboarding new customer experience team members.

- Coach and mentor team members to enhance their skills in handling customer interactions and fostering a customer-first culture.

- Conduct regular performance evaluations and provide constructive feedback to team members to drive continuous improvement.

Customer Journey Analysis :

- Analyze customer interactions and feedback to identify pain points and areas for improvement in the customer journey.

- Work with cross-functional teams to implement improvements to products, processes, and services based on customer feedback.

Quality Assurance and Monitoring :

- Implement quality assurance measures to ensure consistency and excellence in customer interactions.

- Monitor and review customer interactions to ensure compliance with company policies and procedures.

Customer Retention and Loyalty :

- Develop strategies and initiatives to enhance customer loyalty and retention.

- Proactively engage with customers to identify opportunities for upselling and cross-selling.

Data Analysis and Reporting :

- Utilize customer data and feedback to generate insightful reports and metrics on customer experience performance.

- Present findings and recommendations to the Customer Experience Manager and other stakeholders.

Process Improvement :

- Collaborate with relevant departments to streamline customer-related processes and workflows.

- Implement best practices and innovative approaches to enhance overall customer satisfaction.

- Team Handling is mandatory

- Handled Sales & Customer Support Team

- E-commerce is preferred

- Pet Parent is preferred

- Supertails is building a digital pet care platform which offers expert led healthcare services and products. We offer online vet consultations and products across the categories of food, accessories, grooming essentials, and toys for dogs and cats.

- Supertails - India's Best Online Pet Shop for Food and Accessories

- At Supertails our unconditional love for pets everywhere keeps us focused on delivering our customers the best and most trustworthy pet supplies brands and products. We are a team of pet lovers who are dedicated to providing premium services to pet parents to make the experience of their companionship with their beloved pets more special. We make sure that through our comprehensive range of services - pet foods and treats, health and wellness products, accessories, toys, grooming products, expert vet consultation, training, supplements, and many more near you - the bond between pet and parent remains strong and unbreakable.

- It is our privilege that through our online pet store, we can serve the needs of the pet parent and the pet.

- Nothing pleases us more than the joy on the faces of the pet when they receive our goodies.

- Supertails has raised a total of $13.4M in funding over 3 rounds. Their latest funding was raised on Nov 9, 2022 from a Series A round.

Culture :

- Supertails is building a team where support and empowerment are at the center. We're built by creators, thinkers, and entrepreneurs and we're looking to find the best creative talent in the country.

Perks :

- An environment fuelled by founders with a red-hot track of building companies. To architect a new era of pet community and pet care. High-impact and high-visibility work

- We intend to do right by you: we want you to create wealth. We enable this through employee-friendly ESOPs and being in tune with market compensations.