Head - Support - eCommerce

Head-Support with start up company in E-Commerce Sector based at Bangalore

As Head of Support, you will lead the Customer Experience team. This role is responsible for delivering an efficient and right resolution with clear precise guidance to anyone who reaches out to our support channels, we get contact via social media, chats, calls and emails.

What you will do:

- The Incumbent will manage all contacts, ensuring the team provides the right information and help resolve/address their concerns

- The Incumbent will have to implement, and execute policies and procedures to facilitate a quality customer service experience.

- Establishes performance metrics for customer service representatives, with service levels and requirements for the department.

- Develops and implements methods to record, assess, and analyze customer feedback.

- Develops and implements training and quality assurance programs for new hires and experienced employees.

- Acts as a liaison between the customer service department and other divisions in the company

- The Incumbent will need to balance customer support strategy inline with product initiatives, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.

- The Incumbent will need to cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

- The Incumbent is also in charge of managing both internal and external relationships on behalf of the customer support department. You will be responsible for ensuring that transfer of knowledge from Product team and Tech Teams to the Support team

Skills Required

- Should have managed Support teams in a high paced environment

- Should have tech accumulated experience in understanding basics

- Should be able to arrive at a consensus with superb communication skills

- Extensive experience of proactively setting up and managing complex situations

- +10 experience in project management/customer service teams

- Cross-functional Collaborative skills

- Is not afraid to trying new and innovative ideas

- Understanding of Domains is a good to have

- Understanding of tech Architecture is good to have