Customer Support Team Lead

About the company:

We are a budding home decor startup, yet a leading one in the D2C space.

Two years ago, with a small team of 3 people from Indore, we launched our game-changing self-watering planters. We believed then, as we do now, that home decor should be both beautiful and hassle-free.

Our self-watering plants with planters were an instant hit. Customers loved the idea of watering their plants just once a week. It has made plant parenting a breeze. And with their continued support, we have become known for delivering top-notch products that combine style and function seamlessly.

Our goal is to shake up the home decor industry by offering innovative solutions. We promise quick delivery of live plants, stunning design, premium quality, and easy plant care.

Join us as we pave the way for a new era in home decor!!

To know more visit:

www.kyari.co

Overview:

Responsibilities:

• Lead and manage a team of customer support representatives, providing guidance, coaching, and support as needed.
• Monitor key performance metrics related to customer support activities, such as response times, resolution rates, and customer satisfaction scores.
• Maintain call and email quality above 90% and ensure emails are responded to within 24 hours.
• Drive Customer Satisfaction (CSAT) by ensuring rating above 4/5 or 8/10 for both answered calls and emails.
• Manage team productivity by maintaining an average talk time of 6 hours per day per agent
• Ensure the team answers a minimum of 120 calls per day or achieves 6 hours of talk time.
• Handle escalated customer concerns and complaints, demonstrating empathy and professionalism in every interaction.
• Monitor customer interactions to ensure quality standards are met and maintained.
• Analyse customer support metrics and KPIs to track performance and identify trends.
• Utilize analytical skills to identify trends, areas for improvement, and implement strategies to enhance team performance.
• Lead and motivate the team to achieve set targets within specified timelines.

Requirements:

• Excellent command over English and Hindi languages.
• Minimum 3 years of experience in customer service, with at least 1-2 years in a leadership role.
• Prior experience in Customer Support is required, with a preference for candidates with experience in the D2C industry.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Proficiency in Excel and Google Sheets for data analysis and reporting purposes.
• Exceptional problem-solving abilities and the capacity to handle challenging situations.
• Proven leadership qualities with the ability to inspire and motivate team members.
• Ability to work effectively under pressure and meet tight deadlines.