Director at Core Edge Solutions
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Head - Customer Support - BPO (7-10 yrs)
Job: Customer Support Head
Experience: 8-12yrs+
Location: Bangalore
Commitment: Full-Time
Target Companies: Any product-based company
Job Description: What Would You Do? (Responsibility
Own and drive the customer support(voice & non voice) across the entire lifecycle of the customer journey.
- Ensure consistent customer support experience across all customer touch points - phone, email, app, whats app etc.
- Establish and monitor key customer experience metrics - Playstore rating, SLAs for support tickets, escalation management etc.
- Set up team and processes to ensure customer support experience metrics are being Met
- Work closely with internal product teams to set up a customer support related product roadmap
- Manage internal and external relationships for the customer support team
- Build and mentor a high performing support team
Skill & Expertise :
Proven track record of managing customer support in a consumer technology company
- Prior experience of scaling customer support in an organization a plus
- Prior experience with implementing customer support management systems across channels - voice, email, whatsapp, chatbot etc. a plus
- Ability to work in a startup environment with tight timelines
- Ability to work with different teams, both internal and external
What Can We Offer You:
We offer a great working environment - Very collaborative. You will get plenty of learning opportunities and challenging problems to work on. You- ll go to sleep everyday knowing that you- ve made a difference in people's lives. Your work will be reaching out to millions of users.
Ganesh
Core Edge Solutions LLP
www.coreedgesolutions.com
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