Associate Director - Customer Experience About Company : Our client, is a series C funded consumer fintech startup. Job Summary : This is a core leadership role in the customer experience function. You will be responsible for the Net Promoter Score system, Customer Satisfaction Score across the organization. You will have the opportunity to design the system and hire teams to ensure KPI's are met. By nature, this will be a collaborative role that will require coordination and innovation across departments like product, tech, business and partner banks to help the customers the best we can. You will have to demonstrate experience in execution in start-ups, scale and be excited to solve some of our most challenging problem - customer satisfaction. Your job responsibilities include, but are not limited to: - Hire, train and manage teams of customer experience specialists with domain expertise in customer experience journeys - To be responsible for end-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce queries, complaints - Develop and implement training and quality assurance programs for new hires and experienced employees - Create and implement an analytics strategy for best- in -class service delivery - Encourage problem solving, strategic thinking and customer-orientation amongst the team - Identify customer needs and collaborate with internal team(Product/Tech/Transactions) on a weekly basis to address the VOC - Collaborate with the partner banks and external parties to solve customer issues - Drive CSAT and NPS by working with the customer support team and other teams - Should be involved in product launches from a customer support perspective - Strong leadership and organization skills, High order of communication skills, and high degree of self-discipline - Extremely good at developing and implementing processes Job Requirements: - Proven track record of highly professional customer service in a fast paced, dynamic environment - Prior experience in customer support with startups will be an advantage - Ability to collect, track, and analyze large amounts of data to make data-driven decisions to form customer strategy - Strong interpersonal skills and experience in building strong relationships - Ability to plan and coordinate activities across many different levels with cross functional teams. Experience in capacity planning is a must. - Graduation in any field is a must - Immediate joining preferred . Work Timings : We provide 24/7 support to all our customers; you would be required to work from 10 a.m. - 7p.m and whenever any issue crops up - To ensure Business is running smoothly, you may have to be active on weekends or be in touch with your teams as required

Bangalore

Associate Director - Customer Experience - Consumer FinTech Startup 

Associate Director - Customer Experience - Consumer FinTech Startup  ,Job Description for Associate Director - Customer Experience - Consumer FinTech Startup  in NextMile Consulting in  Bangalore for (7-12) years of experience. Apply Now!

Job Description for Associate Director - Customer Experience - Consumer FinTech Startup  in NextMile Consulting in  Bangalore for (7-12) years of experience. Apply Now!