Pagarbook - Manager - Customer Success Operations

Manager, Customer Success Operations

Position:- Manager, Customer Success Operations

What you will do? :

- Manage day-to-day support operations

- Work closely with the product team in requirement gathering and analysis

- Training and development of customer success executives

- Work on creating SOPs for the customer success team

- Setup quality benchmarks and measures them

- Work on improving retention and renewals

Who are we looking for? :

Must-Have :

- At least 5 years of experience in customer service or related role

- Have led a team of at least 5 individuals in the past roles

- Very good understanding of office tools especially MS Excel and Gsheets

- Very High empathy towards end-users

Should Have :

- Worked on creating SOPs for support function from scratch

- Good understanding of support tools like Zendesk, Freshdesk, etc.

- Ability to handle difficult conversations with the users

- Fluent in Hindi

- Nice to have

- Background in data analysis and SQL. Familiarity with tools like Amplitude, Clevertap, Metabase, etc.

- Worked on engagement tools like Clever tap, MoEngage, WebEngage, etc.

- Immediate Joiners

- Open to relocating in case required

- Experience in startup will be an added advantage