Head of Customer Service

As the Head of Customer Service at Hyugalife, you will play a crucial role in leading a team of 20+ customer service associates across email, chat, and phone channels. Your responsibilities will include owning all contact center metrics such as response times, resolution rates, and productivity. You will be the voice of the customer, ensuring a smooth customer experience and constantly improving customer support operations to deliver exceptional service. Key Responsibilities: - Lead a team of 20+ customer service associates, overseeing email, chat, and phone support - Take ownership of contact center metrics like response times, resolution rates, and productivity - Collaborate with outsourced agencies to manage personnel and ensure high agency productivity - Identify and eliminate barriers to accuracy, productivity, and quality in customer support operations - Supervise team members by following standard policies and procedures, including interviewing, training, and motivating employees - Drive performance metrics with the team, utilizing a Quality Assurance program to enhance customer support experience - Proactively solve complex customer service issues and prevent negative service trends - Develop and implement new strategies and procedures to improve customer service operations - Summarize and provide critical analysis of the top 3 customer issues for quarterly review cycles Qualifications Required: - 5-8 years of direct experience in leading customer support teams within Contact Centre Operations (Customer Service, Sales, or Collections) - Strong oral and written communication skills, with the ability to work in a fast-paced environment - Passion for delivering great customer experiences with every interaction - Strong technical analysis skills and a desire to dive into data to drive improvements - Ability to develop, plan, and implement short- and long-term goals in customer service operations Join Hyugalife as the Head of Customer Service in Mumbai (Lower Parel) and be part of a mission to promote healthy habits and provide authentic protein and supplements to all Indians.,