Subject Matter Expert (Customer Service)

About the Role:

We are looking for a highly motivated and experienced Customer Support SME with strong floor handling capabilities. The SME will serve as a go-to expert for support agents, ensuring consistent delivery of high-quality customer interactions across channels (Voice, Chat, Email). You will drive performance coaching, monitor process adherence, and support the floor operations to improve service KPIs.

Key Responsibilities:

• Act as a first point of contact for support agents for process, product, or policy-related queries

• Provide real-time support on the floor, handle escalations, and ensure adherence to SOPs

• Monitor live dashboards (AHT, SLA, CSAT, FCR) and proactively guide agents to meet targets

• Conduct quality checks, give actionable feedback, and support team leads in coaching initiatives

• Assist in training new joiners, process updates, and refreshers

• Collaborate with Quality and Training teams to drive performance improvement plans

• Maintain strong understanding of product updates, campaigns, promotions, etc., and disseminate timely information to the team

• Participate in daily/weekly performance huddles, reviews, and RCA of escalations

• Assist Team Leaders in floor discipline, roster adherence, shrinkage control

Requirements:

• Graduate in any discipline

• 2–4 years of experience in Customer Support with at least 1 year as an SME or Sr. Agent

• Hands-on experience with floor handling, escalations, and real-time agent support

• Strong communication and interpersonal skills

• Good understanding of support metrics (AHT, CSAT, SLA, etc.)

• Experience in using CRM and ticketing tools (e.g., Freshdesk, Zendesk, etc.)

• Comfortable working in a fast-paced, high-growth environment

• Working Days: 6 Days a Week (Rotational Week Offs)

• Exposure to health & wellness or e-commerce D2C domains

• Knowledge of Excel or dashboard tools for basic performance tracking