Manager: Customer Support - Operations

☞ One Sigma Technologies

見る: 101

更新日: 28-05-2024

場所: Bengaluru / Bangalore Karnataka

カテゴリー: その他の 家庭用品

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仕事内容

BENGALURU /
OPERATIONS /
FULL-TIME
/ ON-SITE
About Simpl

Simpl is India’s fastest-growing 1-tap checkout network meant to make payments invisible and money intelligent. Simpl is on a mission to empower merchants to build trusted relationships with customers, one transaction at a time. With more than 20,000 available merchants and 25 million-plus users pan-India, Simpl envisions creating a frictionless and inclusive digital payments experience for India that empowers and fosters trust between merchants and their customers.

Simpl is a consumer experience platform providing a full-stack solution for e-commerce conversion. It enables merchants to give customers 1-tap checkout, buyer protection, and a pay-later facility to allow them to feel safe and trusted when shopping online. Through Simpl, merchants can provide consumers with an easy, safe, and intuitive user experience.

About the role

As a Manager of the Support team, you will be implementing strategies to improve the Customer Support process. You will also drive continuous improvement on key metrics - be data driven.

You will work closely with the excellence, L&D, Product and Data teams to drive daily and weekly targets. The annual staffing plan and budget will also be your responsibility and you will drive efficiencies to continuously reduce the per contact cost of operations.

Responsibilities

    • Own metrics of Support process (Good Resolution, Customer Satisfaction Scores, First Contact Resolution & Ops Hygiene Metrics)
    • Identify and use levers to improve these metrics, to achieve OKRs
    • Execute Support strategy by implementing process design changes, providing direction, and aligning teams to achieve targets
    • Drive outcomes working with minimal support & direction; enable feedback for improvements and innovation from team
    • Prioritize and manage stakeholders’ expectations and ensure timely closure and updates
    • Participate in Quarterly planning of Goals, Support generation of insights and Impact analysis, and run operations within Planned Budgets and Staffing
    • Identify issues, gaps impacting KPIs and customer experience and initiate immediate remedies, while driving fixes and improvements with excellence and product teams.
    • Drive Support and Alignment from product, and data functions for initiatives required to achieve Ops goals
    • Prioritize and manage stakeholders’ expectations along with timely closure and updates; always manage user experience.
    • Be Committed to Excellence in Everything Conflict resolution and contingency planning, balancing needs of individuals, stakeholder’s and the organization
    • Build an inclusive and transparent working culture, driving Org values, (Case leading asst. managers & team leaders)

Skills & Competencies required

    • Team budget ownership (costs and headcount)
    • Team management (Performance, culture, involvement)
    • Critical thinking, problem solving, analytical ability - data driven - should be able to find patterns in data - knowledge of excel is must.
    • Execution rigor with accountability
    • Automation for operations efficiency and scalePresentation skills
    • Deep understanding of business

Requirements

    • Minimum 2 years as Assistant Manager OR 1 year as Manager for Customer Support Functions (experience at Startups is an advantage)


Strengths:

    • Communication (with users, team, and stakeholders)
    • Critical thinking to identify-solve root causes to improve User/Customer Experience
    • Creative solves and hacks when faced with constraints
    • Bias for action – prioritization, Time management & Customer Experience traits
    • Data driven thinking, good understanding of business and product offerings
    • Stakeholder management and driving outcomes working across functions
    • Quick decision making and ownership of tasks and Ability to deal with unforeseen situations/challenges incurred
    • Conflict resolution & contingency planning
    • People Management (Address employee issues, understanding company policies, Be a guide and mentor)
    • Design/Prepare Schedules and Rostering
    • Experience in improving team performance balancing outcomes and values
    • Experience in annual budgeting and staffing with goals
    • Graduate Degree in any stream from a tier 1 college (Engineering degree will be an advantage)
Location:Bangalore (Work from Office)
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締切: 12-07-2024

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