Senior Manager - Customer Support Operations

Job Description

Sr. Manager - Customer Support Operations

- Core deliverable: Manage customer support operations and team

- Manage the daily operations of the customer support processes and deliver the agreed performance

- Should have managed a team of Asst. Managers or Managers for at least 1 year

- Comfortable with ambiguities and complexities of a start up environment

- Experienced in planning and budgeting the contact center operations for volume and headcount

- Manage the team and drive performance management of the team

- Improve customer satisfaction levels

- Experience in customer support environment using Freshdesk or similar ticketing system is preferred

- Knowledge of and experience in crypto industry is preferred

- Startup experience and experienced in handling escalations will be advantageous

Technical Expertise

- Comfortable with Microsoft excel and powerpoint

- Awareness of six sigma and robotic process automation (RPA) would be advantageous

Experience

- 10 to 12 years of full time experience

Education

- Any graduate or post graduate degree.

- Professional qualification is preferred