Associate Director - Customer Success - Startup

Associate Director - Customer Success - Startup

We are hiring for Associate Director - Customer Success for a renowned startup based in Bangalore. Job responsibilities:

- Provide leadership and direction to the Customer Support to ensure it discharges its mandate and meets expected goals, measures and targets required to achieve customer satisfaction.

- Plan, develop and implement customer service policies, strategies, and processes for the entire organization to provide client- focused services and administrative functions.

- Continuously improve existing policies, strategies, and processes.

- Managing a team of 40-50 people

- Monitor day to day performance of team members

- Conduct regular briefings & refreshers to team members and uphold high process & product levels in team members

- Conduct audits on emails and calls attended by the team members

- Record and pass on training needs of the team

- Identify volume drivers and highlight to relative stake holders

- Drive productivity, quality and C-sat as part of the performance metrics

- Conduct regular feedback sessions with team members

- Work on bottom quartile in the team

- Focussing on C-sat of merchants/customers

- Ensure higher quality of responses to merchants/customers

- Responsible for the productivity of the team members

- Maintaining high E-sat levels