LEAD School - Head - Customer Experience & Operations
LEAD School
Location
Mumbai | India
Job description
Must
Be the voice of customer within the larger organization and help deliver a great experience across all customers
Build a customer experience team that provides continuous support to customers across different channels (internal and external customers both)
Devise and implement innovative self-service support strategies that empower and reduce customer service effort. Keep ahead of industry's developments and apply best practices to areas of improvement Planning.
Work with cross functional teams to drive continual improvement in people, technology, processes and service. Establish and test new strategies to improve the customer service experience
Consistent insights to help identify pain points, break points in customer experience and improve products & services
Supervise the support budget and headcount to optimize spend for value and savings
Build a champion team. Recruit, mentor and develop customer service team and nurture an environment where they can excel
Set clear goals, directions, and provide regular feedback to the team
Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes
Responsible for service levels & other call center metrics like AHT, FTR, CSAT etc
Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them.
Should Skills and attributes:
10-12 years of work experience in leading operations and customer support team in the Consumer-tech/Ecommerce/Internet/Ed-tech space
Should have experience in building a scaled and sustainable operating model
Should have experience and knowledge of CRM tools
Should have experience in program/project management to drive continuous improvement initiatives
Should have worked on customer service automation projects (through chatbots).
Track record of solving complex problems with technology
Should have managed external vendors and internal capacity as well
Should have managed teams of about 6-8 direct reportees
Strong data analysis skills and experience working on data driven customer success projects
A Degree in Business Administration or relevant field with excellent academic results
Nice
Ability to adapt, change and grow quickly as we build the organization.
Customer obsession in everything you do.
Excellent people and time management skills with great attention to detail
