Park+ - Lead - Customer Support

Lead - Customer Support

Job Description :

- Responsible for managing end-to-end Customer Experience including BAU operations and satisfaction mandate

- Ownership of daily/weekly/monthly performance delivery of all teams. Working with in-house and Partner teams to ensure all deliverables are met on various metrics like Quality, SLs, and efficiency-related metrics.

- Weekly/monthly performance reviews with Leadership and Partners.

- Deeply understand customer pain, implement new processes and contribute to ongoing process improvements. Managing customer satisfaction, NPS, and escalations optimally and effectively.

- Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to annual budgets.

- Roll-out organizational goals/objectives with in-house and Partner teams and maintain strong relationships with Partner Leadership.

- Work closely with various cross-functional teams to align on org and team objectives and socialize key ideas for customer experience improvements.

- Bring in scalable, long-term, and global outside-in perspective while solving for buyer/seller issues, improving efficiency and reducing contacts.

- Implement strong processes in all the Support Function teams that cater to CX Operations and other teams.