Customer Success APPLY NOW

• Lead, expand, and mentor the customer success team by setting the strategy and KRA s, hiring, training and motivating employees to nurture an environment where they can excel through encouragement and empowerment.
• Implement the service delivery strategy defined by the organization.
• Ensure that quality and service delivery standards are met and exceeded
• Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction
• Evaluate and develop staff
• Analyse statistics and customer touchpoints to evaluate the user experience and service levels and suggest improvements therein.
• Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.

Skills and Qualifications

• A Bachelor’s degree in any discipline.
• Min 1-3 years of relevant experience working in e-commerce customer support.
• At least 1 year of experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees.
• Excellent written & verbal communication skills.
• Excellent interpersonal and teamwork skills.
• Should ensure a high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humour.
• Should be open to work in any shift timing.