Head - Customer Support - Logistics Tech Startup

ORGANIZATION: EARLY STAGE LOGISTICS TECHNOLOGY START-UP

LOCATION: MUMBAI

REPORTS TO: Co-Founder

Part of the core team

- Oversee Customer & Technical Support functions handling incoming Tier 2 calls, communicating with customer leadership, and ensuring accurate and timely resolution of issues

- Develop and implement a long-term scalable strategy to transition support to a proactive customer centric support model

- Develop and manage processes to measure and act on customer satisfaction measures

- Develop job standards to evaluate, recruit/hire, and retain high performing team members

- Develop, monitor, and communicate departmental KPI's to ensure department and team are achieving established company and customer SLA targets

- Drive and lead continuous improvement initiatives to increase operational efficiency and improve customer satisfaction

- Act as the point of escalation