Customer Support Manager - B2B Online Marketplace/eCommerce Startup - IIT/NIT/IIM/MDI

- The client is a 2016 start-up for B2B online market place creating a landscape that empowers traders, wholesalers, retailers & manufacturers.

- It has raised $10 million in series A funding from venture capital firm Lightspeed Venture Partners India and Lightspeed US as reported for Nov'2016.

- They are growing extremely and they are looking for strong analytical and operational guys from top colleges who would be interested.

Job Description :

ABOUT THE ROLE :

A swift customer support would be the backbone of e commerce happening inside the company. This is the team that creates the trust of sellers and buyers to conduct cross-country trade. The single objective of this team is to provide consistent, cost effective and transparent solution to users. This is the critical role you will oversee continuous improvement of the user experience by designing the process, operating and executing to streamline the flow of escalations. You will work with data to monitor network performance and design new solutions which delight customer with reducing the response time to the seller and buyers

What you will need :

- A bachelor's degree in engineering, economics or similar field with MBA in General Management

- 4-5 years in establishing customer experience, operations or sales and using data to lead and support business decisions.

- A demonstrated record (1-3 years) of leading team and hiring and nurturing talent as he would be leading a team of 20- 50 people.

- Excellent data analysis, data interpretation and first principle problem-solving approach

- Ability to take initiative in a constantly changing work environment and a generalist do-what-it-takes mindset

- A demonstrated record of positively owning and leading initiatives and continuous process improvement mindset

What you will do

- Operation Execution - Defining the SLA and protocols to reduce the TAT for the escalations. Understanding and identifying the loop holes at the execution level and manage the day to day operation ensuring that the KPI's are achieved.

- Analytics - Utilize the data to understand customer expectations and develop the process flow to deliver high performance. Identify areas of improvement and new solutions to deliver consistent and cost-effective services

- Develop and Optimize Processes - Take big picture ideas and break them into actionable steps with progressive timelines for completion.

- Product Improvement - Work closely with our engineering & business teams to automate processes develop new features which could assist in intelligently scaling a vibrant business

LOCATION : Bangalore