Manager - Customer Experience

Job Description As a valued team member at Zoop, your role involves developing and implementing efficient processes for daily customer support operations. You will be responsible for designing and planning an effective team structure to optimize performance and workflow. Conducting training sessions for the team to enhance their skills and capabilities will also be a key part of your responsibilities. Monitoring performance metrics and making data-driven adjustments to strategies as needed will help ensure smooth operations. Additionally, you will build and maintain key customer metrics (NPS, CSAT, retention rates) and report progress to leadership. Handling escalations and collaborating with delivery partners, restaurants, and customers to resolve issues efficiently will be crucial. Your contribution in developing and implementing a customer experience strategy to enhance satisfaction, retention, and engagement is vital. Lastly, implementing and optimizing AI-powered support solutions such as chatbots and automated ticketing will be part of your role. Key Responsibilities: - 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 analyze data and implement process improvements based on insights - Familiarity with customer support software and technologies (Note: Additional information regarding the company's location and work schedule is not provided in the job description),