Assistant Manager - Customer Support

Responsibilities

• 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 teams 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