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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | SBU Head / CEO / Director |
| EmploymentType | Full-time |
One of our Leading niche B2C well funded client is looking to hire for Head - Customer Support position. This organization founded by IIT Roorkee alumni and provides UPI payment platform for set of niche customers. They have setup operations in Bangalore and growing fast.About role:- Ensure that the Customer Support team handholds our customers as they get started with using our products- Support the team of agents on any alerts, escalations and red flags in a timely manner- Create process, policies & procedures to optimise customer experience- Monitor account health and improve efficiency- Identify & assess customers- needs, clarify information and provide solutions and alternatives wherever applicable- Convert customer satisfaction to customer advocacy for FamPay- Understand the products inside out and be always prepared to provide technical support or training to customers- Hire, evaluate and train team of agents- Constantly work with the product team for pro-active and better solution to achieve a stunning customer experienceApply only if you- Have minimum 4 years of experience in leading customer support team (100+ agents) at a consumer product based startup- Are familiar in using smart and modern CRMs like Zendesk, Freshdesk, Intercom, Freshchat, etc.- Have excellent listening, written and verbal communication skills- Handled a scale of more than 5000 tickets a day. This must include calls, emails and real-time chat.- Scaled yourself to become an operations leader- Have hired and trained agents in the past- Worked with third party vendors and BPOs for customer support- Track record of over-achieving performance- Customer focus and adaptability to different personality types- Must be fluent in English & HindiBonus if you also- Worked with a fin-tech company- Understanding of SQL or experience in data analysis,
Keyskills :
customer satisfactioncustomer advocacyred flagscustomer focuscustomer supportthird party vendorsb2csetflagssqlredtechnical supportbposverbal communicationpolicies procedures