Velocity - Team Lead/Manager - Customer Experience

We are looking for an experienced and technically savvy Senior Customer experience Manager to drive our customer delivery initiatives and maintain ongoing customer relationships. He/she should be able to own and implement customer success programs, contribute to onboarding and training clients as well as providing support.

Responsibilities

- Oversee all inbound and outbound communication channels (phone, email and social media) for quality check.

- Interview potential customers who are dropping out of the application funnel, find key reasons for such dropout and reduce the dropout

- Interpret the sources of friction, form customer insights and influence the Customer Experience Across The Entire Company.

- Track Customer complaints and answer such queries

- Participate in Voice of the Customer (VOC) research programs that capture both transactional and strategic feedback and provide actionable operational input on a routine basis.

- Demonstrate and foster a sense of urgency and entrepreneurial commitment towards delivering a WOW experience

Experience/Skills :

3-10 years of relevant experience in Customer Experience Management

Strong communication and presentation skills

Ability to work in a challenging environment and handle pressure

Strong oral and written communication skills to deliver information in an easily understood manner. Ability to communicate with all levels of an organization comfortably

Prior experience with consumer tech industry would be a plus