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Lead - Customer Support Full-Time

3 months ago

Mumbai, Maharashtra, India HyreFox Consultants Full time
Fynd is India's largest omnichannel commerce platform helping retail businesses accelerate growth.

Founded by Farooq Adam, Harsh Shah, and Sreeraman MG in 2012.The company is headquartered in Mumbai and currently employs 350+ spread across design, engineering, data science, operations and sales.

Trusted by over 600 brands and 10,000 stores.

Roles & ResponsibilitiesCreate, implement and maintain customer support processesWork with multiple teams like growth, operations, and engineering to solve customer complaintsEvaluate team performance and coach the teamEnsure targets set for Customer Satisfaction scores are achieved across channelsEnsure the customer support tool stack is always updatedAttend customer support escalations personallyCreate and share custom reports pertaining to customer supportRequirementsMinimum 10 years of experience with at least 2 years leading a customer support teamExcellent written and spoken communication skillsProficiency in English and Hindi is a mustPrevious experience working in chats, calls, and emails processWorking knowledge of customer support software.

Knowledge of Freshworks suite is an advantageExcellent data analysis skills with mastery of MS Excel.

Knowledge of SQL is a plusAbility to work under pressure, especially during sale daysBachelors degree or higher from a reputed institute.

will be an advantageOther Details

Keywords

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Customer Support