Do you want to work with a high growth women fashion tech company At Aimhire.io we are the exclusive recruiting partner to our client and we are hiring urgently.
The Program Manager (Founder's Office) will lead and support a team of customer experience specialists to resolve high-impact customer escalations, improve satisfaction, and ensure a seamless and positive experience across all touchpoints.
Key Responsibilities-
- Oversee and optimize customer service operations across email, live chat, and escalation handling.
- Analyze and improve customer experience metrics, including CSAT, resolution time, and NPS.
- Enhance the quality and consistency of responses provided by the customer service team.
- Take ownership of complex or high-priority escalated customer cases and drive them to resolution.
- Collaborate with team leads and SMEs to establish feedback loops for ongoing improvement.
- Design and implement scalable customer service processes that maintain our premium standards.
- Designing SOPs and knowledge base for teams to maintain high standards of customer service.
- Collaborate with cross-functional teams, such as product, operations, and quality assurance, to address root causes and implement preventive measures.
- Support in supervising the customer escalations team, including scheduling, workload management, and performance monitoring.
- Assist in recruiting, training, and coaching team members to enhance their problem-solving and customer service skills.
- Act as a customer advocate, ensuring that customer feedback and pain points are highlighted and addressed within the company.
- Develop and maintain strong relationships with key stakeholders to prioritize customer-centric solutions.
- Monitor and analyze data related to customer escalations, generating regular reports and insights for management.
You Are The Right Fit, If You Have –
- 7-10 years of experience in Customer Support.
- Exceptional communication and interpersonal skills.
- Strong analytical abilities to interpret data and drive informed decisions.
- Proactive problem-solving mindset with a passion for continuous improvement.
- Ability to thrive in a dynamic, fast-paced startup environment.
- Deep understanding of customer needs and a commitment to delivering outstanding service.
- Leadership and people management skills to coach, motivate, and support a high-performing team.
