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
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