Role Summary: An integral part of Drip's finance business is to engage and manage customer experience with existing customers on a daily basis on various trade finance requirements. The customer experience manager is responsible to identify, evaluate, bring about process changes/ optimizations and improve end to end customer experience with Drip Capital. Daily-Tasks: - Manage the entire customer experience piece for Drip Capital - Identify, evaluate, bring about process changes/ optimizations and improve end to end customer experience - Manage a team of 4-6 members who handle customer queries and escalations - Step-in and resolve customer escalations and retain customer relationships - Ensure smooth funding of every invoice from end to end stage - Co-ordinate with account managers, operations, risk and customers to help solve any queries - Provide continuous feedback to internal stakeholders on process improvement and optimization - Support day to day operations on prospective customers as well as existing accounts - Maintain prompt and clear information transfer with internal stakeholders Expectations: - Ability to work in a demanding customer and fast-paced start-up environment - Exceptional verbal and written communication skills - Ability to learn quickly and deliver with accuracy in short timelines - Initiative in helping management optimize processes and systems with consumer feedback - Ability to design surveys to evaluate customer feedback end to end to implement process to enhance customer experience - Good analytical mindset to understand pain points in the system and design/ implement new process

Mumbai

Drip Capital - Manager - Customer Experience  

Drip Capital - Manager - Customer Experience   ,Job Description for Drip Capital - Manager - Customer Experience   in Drip Capital in  Mumbai for (2-7) years of experience. Apply Now!

Job Description for Drip Capital - Manager - Customer Experience   in Drip Capital in  Mumbai for (2-7) years of experience. Apply Now!