Head - Customer Support - B2C Startup

One of our Leading niche B2C well funded client is looking to hire for Head - Customer Support position. This organization founded by IIT Roorkee alumni and provides UPI payment platform for set of niche customers. They have setup operations in Bangalore and growing fast.

About role:

- Ensure that the Customer Support team handholds our customers as they get started with using our products

- Support the team of agents on any alerts, escalations and red flags in a timely manner

- Create process, policies & procedures to optimise customer experience

- Monitor account health and improve efficiency

- Identify & assess customers- needs, clarify information and provide solutions and alternatives wherever applicable

- Convert customer satisfaction to customer advocacy for FamPay

- Understand the products inside out and be always prepared to provide technical support or training to customers

- Hire, evaluate and train team of agents

- Constantly work with the product team for pro-active and better solution to achieve a stunning customer experience

Apply only if you

- Have minimum 4 years of experience in leading customer support team (100+ agents) at a consumer product based startup

- Are familiar in using smart and modern CRMs like Zendesk, Freshdesk, Intercom, Freshchat, etc.

- Have excellent listening, written and verbal communication skills

- Handled a scale of more than 5000 tickets a day. This must include calls, emails and real-time chat.

- Scaled yourself to become an operations leader

- Have hired and trained agents in the past

- Worked with third party vendors and BPOs for customer support

- Track record of over-achieving performance

- Customer focus and adaptability to different personality types

- Must be fluent in English & Hindi

Bonus if you also

- Worked with a fin-tech company

- Understanding of SQL or experience in data analysis