Associate Director/Director - Customer Support

Overview

We are looking for an exceptional Associate Director/Director - Customer Support to oversee customer happiness executives on the frontline speaking to and solving for the customer daily. If you revel in being a "General", building and inspiring teams to deliver the utmost happiness to customers then this role is for you. As the head of the customer support department, you will be overseeing a group of ~45 people, supervising day to day operations, have end to end ownership of key support metrics, and continuously innovate and improve processes to achieve them

What you will do:-

- Supervise day-to-day operations in the customer support department - take timely decisions based on data.

- Prepare actionable insights based on the Voice of Customers to continuously improve processes and deliver happiness

- Collaborate with different internal/external stakeholders to implement customer first solutions

- Develop SOPs to hire the best, train and retain the best customer happiness executives

- Build and run a highly cohesive team - low attrition, high happiness

- End to end ownership to planning and improving key customer support metrics

- Build and run a highly performance oriented team - customer support metrics to be drilled down to everyone

Who you are:-

- Have handled large customer support teams - 50+

- 10+ years of experience

- You are comfortable with preparing and taking decisions based on data

- Have worked in startups

Office Location - On-site, Mumbai

About the Customer Happiness Team

- ~45 member team

- Four team leads leading productivity, escalations, quality

- Team divided into different processes - chats, emails, calls, social media - L1 agents

- SME team - L2 agents executing various processes

- Quality team