Customer Service Lead

Job Responsibilities:

• Define customer service and support philosophy and culture for our product.

• Improve customer service experience, create engaged customers and facilitate organic growth.

• Take ownership of customers issues and follow problems through to resolution.

• Set a clear mission (supported with relevant KPIs) and deploy strategies focused towards achieving that mission.

• Develop service procedures, policies and standards.

• Keep accurate records and document customer service actions and discussions.

• Analyse data and compile accurate reports on customer service and support metrics, team’s performance (both team and individual members).

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

• Keep ahead of industry’s developments and apply best practices to areas of improvement.

• Optimise resources and to achieve qualitative and quantitative targets.

• Maintain an orderly workflow according to priorities

Eligibility :

• 8+ years experience in customer service, customer support, customer relationship management, experience in high-performing, direct-to-consumer tech startups and/ or established SaaS businesses.

• Excellent knowledge of customer service and customer relationship management (CRM) software, databases and tools.

• Awareness of industry’s latest technology trends and applications related to customer service and support.

• Strong analytical skills to build dashboards to monitor the health and improve our customer service and support.

• Influence the reviews and ratings of product across Google Play Store, App Store and other review-based websites.

• Ability to think critically, strategically and to lead.

• Advanced troubleshooting and multi-tasking skills.

• Platform agnostic – comfortable in providing unparalleled customer service and support over email, phone, live chat, WhatsApp.

Additional Qualification:

• Bachelor’s Degree is a must. Master’s in Business Administration (MBA) is a plus.

• Proficiency in English and Hindi. Proficiency in other local languages is a plus.

• Excellent verbal, written and interpersonal skills