Responsibilities: - Design processes that scale at every point in the customer lifecycle including sales, onboarding, retention, servicing and query redressals. - Improvise existing policies to scale up on existing quality standards. - Train and build professional development plans for the customer facing team. - Improve & monitoring team performance, productivity and service levels on an ongoing basis. - Own / Drive our vision for Customer Experience across Inbound and Outbound customer channels including social media channels. - Evolve processes for inspecting and sampling the customer interaction process at every stage from contact to resolution and follow-up. - Review team and business performance statistics, determine and document areas that may need improvement. - Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience. - Participate in the product planning process to ensure that features requested by customers are prioritized and implemented. - Use data to inform all layers of our operating processes and strategic direction such as the timing of customer touch points and how we ensure consistent customer outcomes - Work closely with sales to set up a process to manage our on website chat and ensure maximum lead conversion - Own our online support documentation and work with marketing and product to ensure it is updated - Work with PM, sales and other stakeholders to set up processes for priority support, phone support and define an escalation matrix - Plan initiatives to empower the support team to transition into a more solutioning function hence reducing dependency on Product Management

Bangalore

HealthifyMe - Head - Customer Delight 

HealthifyMe - Head - Customer Delight  ,Job Description for HealthifyMe - Head - Customer Delight  in HealthifyMe in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for HealthifyMe - Head - Customer Delight  in HealthifyMe in  Bangalore for (8-12) years of experience. Apply Now!