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08/08 Rajat
Lead Talent Acquisition at Talentiser

Views:603 Applications:199 Rec. Actions:Recruiter Actions:48

Director - Customer Support - Global Operations - SaaS Startup (7-14 yrs)

Bangalore Job Code: 1137277

- Guide the organization to design and deliver incredible merchant experience.

- Set strategic direction and distil it down to comprehensive OKRs - providing regular feedback on team and process level performance.

- Maintain metrics and analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.

- Build and scale automation driven processes - leveraging scripting, integrations and intelligent process design.

- Lead the development & deployment of standardized operational protocols on a global scale supported by robust documentation.

- Monitor, Evaluate & Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Churn Rate, and Customer Retention

- Assist in defining the Objectives and Key Results (OKRs) that company's Customer Service strategy must achieve.

- Develop & document processes & training modules

- Develop listening points in the customer journey, define segmentation of customer base and identify opportunities for improvement of existing services, introduction of new services, and scaling of all operations

- Have a clear understanding of the company's business objectives so as to strategize Customer Experience efforts such that it contributes to the achievement of the business goals.

- Optimize business costs and processes

- Develop, train and build a high-performing customer experience team with a blend of inhouse and outsourced operations

- Ensure that the customer experience team works in collaboration with all other business functions

- Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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