Subject Matter Expert
3 hours ago
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
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