Director - Customer Service - eCommerce

Director - Customer Service - 14+ Years - Leadership Role - Delhi/NCR - e-Commerce

About the Role :

CaaStle is looking for an established leader in Customer Service, as the Director of Customer Service, you will lead and scale a multi channel customer service operations team spread across multiple locations, servicing US & UK based clients and end consumers

You will have some overlap with EST and PST time zones, while primarily working in the IST time zone.

What you'll do :

- Develop and maintain a deep understanding of all team operations

- Develop and execute end to end customer service strategies for B2C (ex: end customer support) and B2B (ex: technical operations support)

- Measure, analyze and plan for improvement of customer service KPIs and customer experience

- Liaise with global business partners from Product, Engineering, Client Partnership & Growth etc. to create scalable processes and infrastructure to support business growth

- Define roles and responsibilities, performance goals, career growth path of the CS team

- Foster a culture of high performance, excellence and innovation through focussed training, guidance and support

- Design and implement process governance for streamlined operations

- Innovate and introduce customer service best practices

We'd love for you to have :

- Established track record of building and developing a high performance team

- Great talent management skills

- Effectively manage multiple priorities under tight deadlines and delivery SLAs

- Ability to innovate and an attitude of continuous improvement

- Exceptional data driven problem solving and business decision making skills

- Strong aptitude for operations and exceptional attention to details

- Excellent presentation and communication skills

- Strong Excel skills and working knowledge CRM tools, Contact center tools

Education and Experience :

- Bachelors in Science/Engineering or Equivalent

- MBA from a reputed institute (preferred)

- 14+ years of experience leading global customer service teams in e-comm or retail