Lead - Customer Support - Internet/eCommerce

Job Description:

Position: Support Lead

Responsibilities:

We need a Support Lead who will be responsible for VIP Customer Service. The Roles and Responsibilities of the same are as follows. I request you to close the requirement at the earliest.

Roles and Responsibilities

- Hiring & Leading the VIP Customer Service department. Focussing on a world-class customer service strategy leading to user delight.

- Identifying key opportunities, leverage points and expectations in the user journey experience to achieve customer satisfaction.

- Setting performance standards to meet the service goals of RummyCulture. Tracking and evaluating team performance against key operating metrics.

- Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit through effective engagement efforts.

- Partnering with the management team to align customer service department policies and systems with RummyCulture objectives.

- Working closely with Product and Technology teams to build effective risk management and fraud detection systems and tools

- Effectively identify problems and issues by performing relevant research

- Ensure the team is up-to-date on all policy, process and product changes

- Conduct quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed

- Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision

MUST Have

- At least 5 years of relevant work experience leading customer support teams in both the voice and non-voice support process in the customer service industry

- Excellent people management skills

- Highly data-driven and hands-on approach

- Languages - English, Hindi, Telugu

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