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12/10 Arif
HR at NxtWave

Views:789 Applications:128 Rec. Actions:Recruiter Actions:128

NxtWave - Senior Customer Support Manager (3-5 yrs)

Hyderabad/Bangalore/Tamil Nadu/Delhi NCR/Mumbai/Lucknow/Telangana/Andhra Pradesh/UP Job Code: 1167396

NxtWave is revolutionizing the 21st-century job market by transforming youth into highly skilled tech professionals irrespective of their educational background with our CCBP 4.0 programs.

By offering vernacular content and interactive learning, NxtWave is breaking the entry barrier for learning tech skills. Learning in their mother tongue helps learners achieve higher comprehension, deeper attention, longer retention and greater outcomes.

NxtWave was founded by Rahul Attuluri (Ex Amazon, IIIT Hyderabad), Sashank Reddy (IIT Bombay) and Anupam Pedarla (IIT Kharagpur).

NxtWave now has paid subscribers from 450+ districts across India who have spent 500 million minutes on its learning platform so far. In the last 12 months, NxtWave learners have been hired by 800+ companies including Google, Amazon, Nvidia, Goldman Sachs, Oracle, IBM, Bank of America, Deloitte and more.

We're growing fast and we need your talent, skills, and passion.

Know more about NxtWave:

We are looking for a passionate Senior Customer Support Manager, who can provide a seamless support experience to all our students. As a Senior Customer Support Manager, you should ensure that all students are satisfied and happy with each interaction with support.

Job Responsibilities :

- Team Management: Building and managing a multi-layer team and managing performance through on-the-job coaching and mentoring. Recognise high performers and actively participate in team development

- Managing the customer support department's day-to-day functions. Responding to escalated customer support issues.

- Setup and Implement customer support processes to enhance customer satisfaction. Identify & drive opportunities to enhance service delivery and customer experience.

- Monitor and review your team's metrics to improve functional and operational efficiency.

- Identify & suggest Business improvement opportunities.

- Create a fun and engagement-inspiring working environment that encourages personal responsibility and mutual support

- Managing the budget of the customer support department

- Assessing support statistics and preparing detailed reports on the findings.

- Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.

Qualifications and Skills

Languages: English, Hindi/Telugu/Tamil

- Atleast 3 years of experience in Customer Service/support in B2C Industry

- Hands-on experience with customer support tools like Freshchat, Freshdesk etc

- Should be proactive to identify and solve problems - Problem Solving Skills

Work Location: Hyderabad

Working Days: 6 Days a week

CTC: 8-12 LPA

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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