4 Omnichannel Support Jobs

You have proven experience in leading Customer Experience delivery operations during periods of growth or change. Your responsibilities will include managing all CX metrics such as CSAT, NPS, TAT, call answered%, and quality metrics for all channels. Additionally, you will be responsible for overseeing Omni-channel support (Email, Calls, Chat, and Social Media) on a 24x7 basis throughout the year. Your keen attention to detail should cover aspects related to process, product, people, and data. A deep sense of empathy for the customer is crucial as you will serve as their voice within the organization. Your ownership mentality and bias-for-action approach will be key in delivering a superior customer experience at scale. As a leader, you must possess the skills to influence and foster a culture of customer obsession across the organization. Being proactive in identifying risks or potential failures in the customer journey and collaborating with product, tech, and business teams to address them is essential. Continuous monitoring of deviations in processes, CSAT, NPS, etc., along with implementing necessary corrective measures will be part of your role. Strengthening team communication and soft skills to enhance customer outcomes falls under your responsibility as a Customer Experience champion. Your ability to delve deep into data to generate actionable insights and identify opportunities for team upskilling is critical. Implementing effective learning strategies and training programs aligned with the teams CX objectives is necessary. A self-driven attitude, capable of working with minimal supervision to deliver expected business and CX outcomes, is expected from you. Collaboration with internal and external stakeholders, managing challenging situations effectively, and going the extra mile when needed are skills that you should possess. Knowledge of banking products, services, and operations is required. Strong interpersonal and communication skills, both verbal and written, are essential. Demonstrable experience in completing process improvement projects that enhance CSAT, NPS, and service quality is a must. Your expertise in various CRM and ticketing tools such as ZOHO, Lead Squared, Salesforce, Zendesk, Finacle, Turing, and Freshdesk will be beneficial in this role. This is a full-time position with a day shift schedule. As part of your application, please specify your experience in customer support channels (Email, Call, Chat, Social media) and the CRM tools you are proficient in. Work Location: In person,

As an experienced professional with a minimum of 8 years of experience, you will be responsible for architecting and implementing scalable solutions for training and fine-tuning Language Model Models (LLMs). Your role will involve applying prompt engineering, transfer learning, and optimization techniques to enhance model performance. Additionally, you will integrate LLMs into customer-facing applications such as chatbots, VOICE AI agents, Expert AI agents, and recommendation engines. Collaboration with Customer Experience (CX) and product teams will be a key aspect of this role, as you work towards embedding AI into customer journeys to improve personalization, automation, and engagement. Designing AI-driven solutions for omnichannel support, sentiment analysis, and real-time feedback loops will also be part of your responsibilities. Ensuring that AI systems align with customer satisfaction goals and ethical AI principles is essential. In this position, you will provide technical leadership and manage a multidisciplinary team of AI engineers, data scientists, and MLOps professionals. It will be crucial to drive agile development practices and cultivate a culture of innovation and accountability within the team. Your role will involve conducting and applying research in Natural Language Processing (NLP), LLMs, and AI infrastructure to address real-world customer experience challenges. You will have the opportunity to contribute to publications, patents, or open-source initiatives as appropriate. Guiding the team and maintaining detailed architecture diagrams, design documents, and technical specifications will also be part of your responsibilities. This position is based in Pune (Wakad) and requires an immediate joiner or a notice period of up to 30 days.,

As a Support Specialist II (Video) at Vimeo in India, you will play a crucial role in providing high-level technical support to our valued clients, focusing on the video product area. Reporting to the Senior Customer Support Manager, you will be responsible for resolving complex technical challenges and ensuring client satisfaction in a fast-paced environment. Your primary responsibility will be to support Sales Assisted and Self-Serve customers by handling inquiries through various channels such as tickets, phone calls, and messaging platforms. You will take ownership of each issue from initial response to resolution, delivering timely and effective solutions. Additionally, you will work towards supporting self-serve customers to reduce overall ticket volume. To excel in this role, you must develop a deep understanding of Vimeo's platform and video product area, becoming a trusted advisor for our customers to drive product success and user satisfaction. You will also serve as a Dedicated Enterprise Support Specialist (DESS), managing a portfolio of Platinum SA clients and building strong relationships based on region and expertise. Your role will involve collaborating with internal teams such as Customer Success, Account Managers, Product, and Engineering to ensure customer issues are resolved efficiently. You will also be responsible for managing outages and severe issues, updating the status page and communicating updates to the global Support team. To succeed in this position, you should have familiarity with video technology and technical concepts, including digital video/audio compression codecs like H.264, ProRes, HEVC, and AAC. Additionally, a basic understanding of HTML, CSS, and experience in a customer-facing technical support role within a SaaS environment is required. Strong communication, problem-solving skills, and the ability to work independently or as part of a team in a fast-paced environment are essential. At Vimeo, we are dedicated to providing innovative video experiences that connect people and bring ideas to life. Our diverse community of users, ranging from creative storytellers to large corporations, trusts us to deliver high-quality video experiences. If you are passionate about technology, customer satisfaction, and teamwork, we invite you to join us at Vimeo and make a meaningful impact in the world of video creation and sharing.,

Job Title : ServiceNow- Technical Consultant-CSM(Remote) Job Type - Remote Experience - 8+ Years Job Description - We are seeking an experienced and technically strong ServiceNow Technical Lead specializing in the Customer Service Management (CSM) module. This role will lead the design, architecture, development, and deployment of scalable CSM solutions on the ServiceNow platform. The ideal candidate combines strong technical development skills with leadership experience, client communication, and a track record of delivering complex ServiceNow implementations. Key Responsibilities: Technical Leadership: Lead end-to-end technical design and implementation of ServiceNow CSM solutions. Guide a team of ServiceNow developers and administrators through the SDLC. Review code, ensure adherence to best practices, and maintain platform integrity. Serve as the technical point of contact for clients and internal stakeholders. Architecture & Development: Architect robust and scalable ServiceNow CSM solutions using standard and custom components. Develop and customize key CSM features: Cases, Accounts, Contacts, Entitlements, SLAs, Knowledge, Communities, and Virtual Agent. Create custom applications and integrations using REST/SOAP APIs, IntegrationHub, and MID Servers. Implement AWA (Advanced Work Assignment), Virtual Agent, and Predictive Intelligence where applicable. Stakeholder Management: Collaborate with business analysts and solution architects to translate business requirements into technical designs. Present solution architecture and roadmaps to business and IT leaders. Drive workshops, technical discussions, and sprint planning with cross-functional teams. Governance & Delivery: Ensure adherence to ServiceNow platform standards, security policies, and performance benchmarks. Manage technical risk, issue resolution, and post-implementation support. Conduct platform upgrades and migrations while minimizing impact to business. Required Skills & Qualifications: 8+ years of experience on the ServiceNow platform, with 3+ years in CSM-specific implementations. Deep knowledge of ServiceNow architecture, including custom apps, scoped apps, ACLs, UI policies, and scripting (JavaScript, Glide API). Proven experience with ServiceNow Studio, Flow Designer, Business Rules, Script Includes, and custom integrations. Proficient in implementing: Case Lifecycle Management SLAs and Entitlements Omnichannel support (chat, email, portal) Knowledge Base and Communities Dashboards and Performance Analytics Experience integrating with CRM, ERP, and external ticketing systems via APIs. Strong background in Agile/Scrum methodologies and DevOps tools (JIRA, Git, etc.). Preferred Certifications: ServiceNow CSA Certified System Administrator (Mandatory) ServiceNow CIS Customer Service Management (Highly Preferred) ServiceNow Application Developer (Preferred) ITIL v4 Foundation (Preferred) Soft Skills: Excellent leadership, mentoring, and team collaboration skills. Strong communication and client-facing abilities. Ability to drive decisions and resolve conflicts in high-pressure environments. Ownership mindset and proactive approach to problem-solving. Show more Show less