About Us: Supertails.com is a first-of-its-kind platform that supports the ever-increasing pet parent community by providing trustworthy veterinary care and a one-stop solution for pet food and supplies. Supertails.com is differentiated by its unique proposition of being a fully digital telehealth consultation service made available through a team of highly experienced in-house veterinarians. With doorstep delivery services available across the country, the brand aims to bring pet parents closer to the largest assortment of pet supplies from India and across the globe. What you will do: - Improve customer experience, create engaged customers, and facilitate organic growth - Manage and drive a customer-facing team to strengthen the customer experience and enable customer delight - Take ownership of customer issues and follow problems through to resolution - Evaluate customer experience at all touchpoints and design innovative ways to delight the customer - Recruit, mentor and develop customer delight agents and relationship managers, nurturing an environment where they can excel through encouragement and empowerment - Ensure timely ticket resolution and drive fast response times - Work with audit and training to monitor and improve agent performance month on month - Design and optimize internal processes to increase efficiency - Optimise processes and utilize assets to achieve qualitative and quantitative goals - Drive NPS, CSAT, issue tickets, and other delight metrics and improve them month on month Eligibility: - 5+ years of relevant experience in e-commerce, startup, DC brands, and consulting - Graduate (PG is a plus) - People manager with experience in managing medium to large teams - Strong analytical, communication, and presentation skills - Customer obsession is a necessary skill to have - Good understanding of how to engage with customers - Distinctive stakeholder management, influencing skills to build and manage a complex ecosystem of internal and external partners - Strong creative thinking and ability to visualize and program manage the execution of large cross-functional projects of strategic importance - Experience in handling customer escalations, good at conflict resolution What we offer: - Competitive salaries - A well-planned insurance cover for you and your family - A team with smart, empathetic, and ambitious people who genuinely want to make the difference in the pet care space - A culture of ownership and mutual care so you don't just learn, but also thrive

Bangalore

Supertails -  Manager - Customer Experience 

Supertails -  Manager - Customer Experience  ,Job Description for Supertails -  Manager - Customer Experience  in Supertails in  Bangalore for (5-8) years of experience. Apply Now!

Job Description for Supertails -  Manager - Customer Experience  in Supertails in  Bangalore for (5-8) years of experience. Apply Now!