ShopClues.com - Manager - Customer Support

Job Description:

Want to be part of the most disruptive and fastest growing E-Commerce 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 an 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 6 to 8 years of experience in similar type of role.

An ideal candidate will possess following:

- Manage Resolutions for Customer Service, end to end.

- Responsible for Incident Management/ SLA adherence/ Aging analysis/ pendency at all vertical level.

- Responsible for customer impacting process designing/correction and implementation with all verticals like Logistics/Finance/Warehouse/Merchant Operations.

- Liaison with stake-holders to review process & procedural performance/SLA.

- Design programs and measures with Quality team for agent improvement.

- Regularly review agent performance through statistically driven numbers and take corrective action.

- Define logics for L2 cases and resolve proactively to avoid escalations.

- Team management.

- Manpower planning.

ShopClues offers competitive compensation, great learning & exposure, and merit based career path.