Managing the customer support department’s day-to-day functions
Responding to escalated customer support issues
Implementing customer support processes to enhance customer satisfaction
Formulating and revising customer support policies and ensuring their implementation
Informing the team of all new information related to products, procedures, and updates
Assessing support statistics and preparing detailed reports on the finding
Interviewing and hiring new employees
Overseeing and evaluating the team's ongoing training efforts
Delivering performance evaluations and following the disciplinary process according to company policy
Requirements
Graduate/Postgraduate with 7+ years of experience in customer service preferably in an e-commerce startup
2+ years of experience in leading Customer Support teams preferably attending to customers across the globe.
Experience in resolving chargebacks and escalations to Better Business Bureau (BBB) will be a huge plus
Experienced in documenting SOPs, process maps, RCAs
Excellent communication and interpersonal skills, coupled with strong business insights and executive presence
Ability to interact effectively at various levels of an organization and cross-functionally to advocate and drive betterments on behalf of customers and support team
Working knowledge of customer service software & tools. Must be comfortable with Telephony systems, Helpdesk app preferably Zendesk serving customers across all channels (calls, emails, chat & social media)
Good at leading & upskilling teams, ability to take decisions
Analytical mindset and ability to multitask
Comfortable with G-Suite (Sheets, Docs, Slides, etc.)
Comfortable working in shifts as per the process requirements, including night shifts
