Assistant Manager - Customer Success

Coindcx

7 - 8 years

9 - 10 Lacs

mumbai

Posted:Just now| Platform:

Apply

Skills Required

python data management data analysis customer service operations power bi customer focus sql excel r people management skills operations vba stakeholder management leadership writing operational excellence communication skills crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance
If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates
You need to be a HODLer of these Exceptional communication skills (both written and verbal) are paramount
A minimum of 7-8 years of progressive experience within the customer service industry
Proven managerial experience (Manager/Deputy Manager level) for more than 3 years, demonstrating strong leadership capabilities and people management experience
Extensive hands-on experience in customer service operations and successful process implementation
Strong analytical acumen with the ability to interpret complex data and extract actionable insights
Demonstrated capability to independently execute and implement projects/improvement programs from inception to completion
Proven expertise in stakeholder management, driving adoption, and leading change management initiatives
A strong bias for action and a proactive approach to problem-solving
Proficiency in Microsoft Excel is a must-have
Highly Valued Skills (Good to Have): Proficiency in VBA, SQL, Data Management, Python, R+, and Power BI will be a distinct advantage
You will be mining through these tasks In this pivotal role, you will drive customer success through a blend of strategic initiatives and hands-on execution, specifically by:Team Leadership & Performance Coaching: Lead, mentor, and develop a team of customer service professionals, fostering a culture of excellence, collaboration, and continuous improvement
Conduct regular performance reviews, one-on-one coaching sessions, and career development discussions to support team growth and engagement
Implement and refine coaching and quality assurance frameworks to elevate service standards and ensure consistent, high-quality customer interactions
Collaborate with the training department to identify skill gaps and co-develop targeted training modules and learning paths for the team
Operational Excellence & Strategy: Drive the implementation of strategic departmental projects and initiatives, ensuring successful execution and alignment with business objectives
Identify opportunities for process optimization, leading change management efforts to enhance e ciency, reduce customer friction, and improve service delivery
Monitor the progress of ongoing projects, providing regular updates and data-driven recommendations to senior leadership
Assist in developing and executing the overall customer service strategy, contributing to long-term planning and goal setting
Data Analysis & Performance Optimization: Drive significant improvements in key agent performance metrics through targeted coaching and strategic interventions
Perform deep-dive data analysis to uncover trends, identify root causes, and provide actionable insights for performance improvement
Own the monitoring and benchmarking of all customer service Key Performance Indicators (KPIs) like Resolution Time, handling time, escalations etc, translating data into strategic recommendationsStakeholder & Systems Management: Take ownership of the customer service CRM

More Jobs at Coindcx

Senior Business Analyst

Bengaluru

3 - 8 yrs

INR 20 - 25 Lacs

Manager - HRBP

Bengaluru

4.0 - 7.0 yrs

INR 6 - 9 Lacs

Assistant Manager/Specialist

Mumbai, Bengaluru

3.0 - 5.0 yrs

INR 5 - 7 Lacs

Intern-Category

Mumbai, Bengaluru

Experience: Not specified

Salary: Not disclosed

Intern - Governance, Risk and Compliance (GRC)

Bengaluru

1.0 - 3.0 yrs

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Python Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.