Head of Customer Support & Excellence ABOUT US : - Zolve's mission is simple: we want to make financial products accessible to everyone. Zolve offers the ambitious a plethora of products to simplify banking in the US, such as: - A Bank Account you can create from anywhere in the world in under five minutes - A high-limit Credit Card that helps build a healthy credit score - Easy, lightning-fast, cross-border money transfers with the best rates in the market - Zolve is expanding its horizons, and we're excited to open our doors to everyone expanding theirs. - We believe : that if space tourism is real, so is reaching for the stars. RESPONSIBILITIES : - Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys - Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience. - Manage the customer support department's day-to-day functions. - Respond to escalated customer support issues. - Establish performance metrics for customer centric teams. - Establish service levels and requirements for the department. - Create and implement an analytics strategy for best-in-class service delivery. - Develop and implement training and quality assurance programs for new hires and experienced employees. - Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention. - Act as a liaison between the customer excellence department and other divisions in the company. - Encourage problem-solving, strategic thinking and customer-orientation amongst the team - Draft and implement the department's budget. - Perform other related duties as assigned. REQUIREMENTS : - Overall 8-12 years of experience in customer service or excellence role - Proven 4-5 years experience as a team lead in a Customer support or excellence role - Bachelors/ Masters in relevant field - Hand-on experience in handling team working on rotational shifts - Excellent working knowledge of software such as freshdesk, freshchat, zendex, etc. - Outstanding leadership and organization skills - Excellent communication, interpersonal, and customer service skills - Strong analytical and creative problem-solving skills. - Ability to handle pressure and meet deadlines - Spontaneous, creative and detail oriented - Immediate joiners preferred

Bangalore

Zolve - Head - Customer Support & Excellence 

Zolve - Head - Customer Support & Excellence  ,Job Description for Zolve - Head - Customer Support & Excellence  in Zolve Innovations Pvt Ltd in  Bangalore for (8-12) years of experience. Apply Now!

Job Description for Zolve - Head - Customer Support & Excellence  in Zolve Innovations Pvt Ltd in  Bangalore for (8-12) years of experience. Apply Now!