Job brief:

We are looking for a Customer Experience manager to lead Tinkerly's end to end customer journey across all channels. You will be responsible for a delightful user experience, analyzing usage flows, managing support and troubleshooting inquiries. The candidate should be an analytical and perceptive professional who is a skilled communicator, can work independently and is able to collaborate with various internal or external teams. If you are an ex-product manager/support head and have experience to build customer support from scratch in sectors like consumer tech/ internet or e-commerce

Roles and responsibilities:

- Audit and design entire customer experience journey for to build a brand that kids and parents love

- Be the voice of the customer in the company by identifying product enhancements through analysis of customer interactions

- Build a team (including self) to provide customer support across all channels and all customer touch points (internal or external)

- Work closely with the tech/product team to automate customer-experience/ customer - service workflows, and execute self service support strategies for India and GCC regions

- Directly report to CXOs of the company

- Devise consistent data driven insights to identify aha moments, pain points and breakpoints in the customer journey

- Responsible for service level and other call centre metrics like complaint resolution TAT

- Strong analytical skills and can use CRM, CX and omni channel communication tools

- Proven experience creating processes that enable a CX team to scale and deliver tangible business benefits (viz. customer health score & NPS improvements, churn reduction, product improvements)

Skills Required:

- Knowledge of SaaS CRM, support and voice/chat communication tools like Knowlarity, Mo-Engage, Gupshup, MSG91 etc

- Familiarity with Data analytics

- Experience of Customer Support, Telecalling and troubleshooting

- Excellent written and verbal communication skills (email, phone, ppt, excel etc.)

- A good combination of collaborative and authoritative skill-set

No. of Positions - 1 (Preferable Female)

Experience - 2-4 years in Product/Growth or User Experience roles

Qualifications - MBA or Masters in Mass communication from a tier 1 college and relevant digital certificates for continuous on job learning

Salary Range: 5 -8LPA

Job Type: Full-time

Salary: - 50,000.00 - 80,000.00 per month

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