Job Description :

We are looking for a candidate who should be a "subject matter expert", from a business, operations, customer service, and customer relations perspective. He/she will drive customer support operations, oversee escalations management, ORM and drive & enhance Merchant Support.

Roles & Responsibilities :

- Manage the escalations' function which includes escalations from senior management, social media, grievances, legal and consumer forums

- Manage a team of 10+ direct and indirect reportees, ensure that the team performs above expectations against agreed upon KPIs, exceeds customer expectations in all forms of communication

- Analyze, comprehend, and troubleshoot customer support operations while offering exceptional service

- Assist in hiring of new staff, conducting regular appraisals of the Customer Support Team

- Manage, coach, and lead the team, conduct regular individual, skip level & team meetings, to provide support, feedback, and regular motivation

- Manage reviews & ratings on social media & 3rd party websites for Online Reputation Management of the brand

- Drive merchant support operations & improve visibility to merchants via product enhancements

- Work as a program manager for all product developments/concerns required for customer support including identifying key development areas, BRDs, coordinating with Product team, etc.

Desired Skills and Competencies :

- Proven working experience of 2-4 years in eCommerce, Customer Service or Operations

- Experience in Team management is mandatory, ability to translate your skills to other employees through training and mentoring

- Working knowledge of customer service software, databases, and tools

- Awareness of industry's latest technology trends and applications

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