ShopClues.com - Manager - Customer Support

Job Description

Want to be part of the most disruptive and fastest growing eCommerce Company in India with world-class team, long-term vision, and tier-one VCs backing it -

- As a Manager Support, your primary responsibility is to manage all aspects of customer support including managing a large team and running all customer support processes.

- You will be responsible of managing a team of customer support agents and provide leadership for customer support to ensure that customer issues are attended and solved well in time and with utmost level of courtesy.

- The person should be a good people manager with a strong process orientation. You should have ability to work with the senior management to give feedback on the pain points of customer support operation processes so that it can be iteratively improved.

- You will also be responsible for creation of customer support related metrics, dashboards, and reporting for different stakeholders. At least 8 to 10 years of experience in similar type of role.

An ideal candidate will possess following:

- Prior experience in managing customer support and operations in an e-commerce company or overseas company preferred

- Open for communication with respective operational departments, merchants and vendors for customer issues resolution

- Personnel with Eye for details

- Zeal to learn and understand new technologies and processes

- Compiling and clearing backlogs within required timeframe

- Knowledge of e-commerce and retail industry would be an added advantage

- Good Interpersonal and communication skills, tactful handling of sensitive, confidential issues; ability to resolve complaints and timely completion of executive-level reports and presentation

- Inclination towards Technology preferred

- Ability to manage large size teams

- Ability to train and motivate large teams working under fact pace and evolving environment