Assistant Manager - Customer Support

Job Description

Responsibilities Managing the customer support departments 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 team's 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