Head - Customer Experience - Internet/Online

- You will work for hands-on with the leadership team and help build, lead, and manage India's fastest-growing gaming startup's Customer Service, support, and success Divisions.

- Responsible for all touchpoints of the Customer with our product support verticals. Craft their journey and deliver an amazing experience as we serve them above and beyond their expectations.

- Build team, processes, vision, and strategy. Create Customer happiness and success culture that truly turns every user into an ambassador of our service, and a fan of our customer team!

- Responsible for setting up and scaling the Customer Service Operations and Service Excellence.

- Manage customer service for all the Business Verticals

- Manage End to End Service Delivery and ensure world-class service experience to the customers.

- Timely & accurate Reporting / Management Information analysis - For Clients, Management.

- TAT Management, Process Improvements, Regulatory Compliance, Audits- Process/Transactional Level, Overall MIS

- Deliver high-quality service through all touchpoints for the Clients/Investors and Responsible for quality of response & TAT

- Responsible for first time best resolution & elimination of scope for escalations

- Effective budget allocation and management of overall cost of service Customer Service, churn management, customer service operations, and service operations.

- Design customer service strategy and initiatives in line with the objectives of the company and ensure that Organizations Customer Service is benchmarked across the industry

- Enhance the Service Reach/Access, collaborating with the respective Business Heads.

- Build and work in tandem with the Technology team for scaling up innovative modules for Predictive Customer Behaviour and understand the pattern on kind of issues or escalations.

- Prompt qualitative response to a query from Clients & Customers

- Manage Dash-board of activities in time & take corrective action based on it

- Team Management - Ensure Learning Initiatives, Adherence to discipline, punctuality and compliance by the team & Attrition Management

- Optimizing Staff cost & Operational costs.