Head - Customer Service - Consumer Internet Startup

Position - Head - Customer Service

Location - Gurgaon

Working Days - 5

Position Type - Full-time

Industry - Fin-tech

Responsibilities :

- Build the customer service org structure - this includes coming up with the interview processes and protocol, filling the headcount and training the new hires

- Write and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experience

- Custodian of NPS. Coordinating with all cross functional stakeholders on action items

- To manage and innovate customer complaint management system to reduce customer complaints

- Manage & develop quality team to enhance and control call centre/service quality standards and measurement for all customer touch points

- Analyse all customer service metrics (e.g. CSAT, FCR) and how the support teams performance affects those KPIs

- Review and improve CS agents- conversations (calls, emails, chat, etc)

- To measure and improve CSAT

- To identify, manage & lead CX improvement projects based on performance on key customer facing parameters

- Identifying training needs based on skills gap analyses, developing group and individual learning courses

- Contract outside partners as needed and run operations

Profile :

- You have 6-8 years experience within a Customer Service role, preferably in consumer internet startups, building in-house teams and working with external vendors

- Customer obsession in everything you do

- You possess excellent interpersonal as well as written and verbal communication skills.

- You pay strong attention to detail and deliver work that is of a high standard

- You are a strong team player who can manage multiple stakeholders

- Strong data analysis skills and experience working on data driven customer success projects

- Ability to adapt, change and grow quickly as we build the organization