Manager - Customer Experience

Company Description

Zoop is one of India’s leading train food delivery platforms, committed to revolutionising the way people order their favourite meals during train travel. Zoop is part of the travel tech giant, ixigo and offers a seamless dining experience for train travellers, delivering quality meals directly to their seats. We partner with renowned food brands to ensure a diverse and delectable menu. We are looking for passionate and strategic team member to enhance user satisfaction and drive long-term customer loyalty.

• Develop and implement efficient processes for daily customer support operations.
• Design and plan an effective team structure to optimize performance and workflow.
• Conduct training sessions for the team to enhance their skills and capabilities.
• Monitor performance metrics and make data-driven adjustments to strategies as needed.
• Build and maintain key customer metrics (NPS, CSAT, retention rates) and report progress to leadership.
• Handle escalations and work with delivery partners, restaurants, and customers to resolve issues efficiently.
• Develop and implement a customer experience strategy to improve satisfaction, retention, and engagement.
• Implement and optimize AI-powered support solutions such as chatbots and automated ticketing.

Qualifications

• Proven experience of 5-7 years in customer support management or a related field.
• Strong leadership and team-building skills with a focus on mentoring and training.
• Excellent communication and interpersonal skills.
• Ability to analyse data and implement process improvements based on insights.
• Familiarity with customer support software and technologies.

Additional Information:

• The role is based out of Mohan Cooperative, New Delhi and is expected to work for

  6 days a week

  .