Easyrewardz - Lead - Reward Operations - Customer Support Operations
2 weeks ago
Job Title: Lead - Rewards OperationsDepartment: Rewards / Loyalty OperationsPreferred Industry: Travel/ Rewards/LoyaltyLocation: GurgaonJob Summary:We are seeking an experienced and proactive professional to join our team as a Lead - Rewards Operations. The ideal candidate will be responsible for overseeing the end-to-end management of customer complaints and escalations related to reward programs.Customer Complaints Management:- Own and manage the resolution of complex customer complaints related to rewards programs across multiple channels (email, voice, tickets, etc.).- Ensure complaints are handled in a timely, empathetic, and compliant manner, meeting SLAs.- Maintain detailed complaint records and documentation for internal audits and compliance reporting.Escalation Handling:- Act as the point of contact for high-level escalations from customer service, client management, or external stakeholders.- Collaborate with cross-functional teams (IT, product, rewards, account management) to drive prompt resolution.- Analyze escalation trends and recommend strategies to reduce recurrence.Issue Identification & Resolution:- Proactively monitor operations for anomalies or recurring issues in rewards accrual, redemption, and fulfillment processes.- Lead root cause analysis (RCA) for operational failures and design corrective and preventive actions (CAPA).Stakeholder Communication & Reporting:- Prepare and deliver regular updates to management on key issues, trends, and resolutions.- Provide actionable insights through reports and dashboards that highlight performance metrics, issue volumes, and resolution effectiveness.- Ensure timely updates to clients and partners regarding any issues, delays, or changes impacting reward operations.Client Updates & Relationship Management:- Act as the operational point of contact for clients concerning reward program issues.- Manage regular business review meetings (BRMs) and operational calls with clients to discuss ongoing issues, SLAs, and improvements.Required Skills and Qualifications:- Degree in Business, Operations, or a related field. Master's degree preferred.- 5+ years of experience in rewards/loyalty program operations, customer service management, or escalation handling.- Strong analytical skills and experience with issue tracking systems and CRM platforms (e.g., Salesforce, Zendesk, JIRA). (ref:iimjobs.com)
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Customer Support Operations
3 weeks ago
Gurugram, India Axponent Full timeWe are seeking a Customer Support Operations to join our team and drive the growth of our rewards based app. You will play a critical role in ensuring smooth experience of users and clients associated with the brand.Responsibilities:Bachelor’s degree in Business, Operations, or a related field.Strong problem-solving skills and the ability to address...
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Customer Support Operations
3 weeks ago
Gurugram, India Axponent Full timeWe are seeking a Customer Support Operations to join our team and drive the growth of our rewards based app. You will play a critical role in ensuring smooth experience of users and clients associated with the brand. Responsibilities: - Bachelor’s degree in Business, Operations, or a related field. - Strong problem-solving skills and the ability to address...
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Customer Support Operations
3 weeks ago
Gurugram, India Axponent Full timeWe are seeking a Customer Support Operations to join our team and drive the growth of our rewards based app. You will play a critical role in ensuring smooth experience of users and clients associated with the brand. Responsibilities: Bachelor’s degree in Business, Operations, or a related field. Strong problem-solving skills and the ability to address...
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Customer Support Operations
3 weeks ago
Gurugram, India Axponent Full timeWe are seeking a Customer Support Operations to join our team and drive the growth of our rewards based app. You will play a critical role in ensuring smooth experience of users and clients associated with the brand. Responsibilities: Bachelor’s degree in Business, Operations, or a related field. Strong problem-solving skills and the ability to address...
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Digital Media Senior Associate
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Gurugram, India EasyRewardz Software Services Private Limited Full timeKey Account - Deliver leadership to the highest possible standards on all loyalty/CRM related activity to the account: both thought and execution leadership is sought.- Must have deep understanding of the P&L levers in the BFSI domain.- Should engage with the BFSI clients on their Business KPIs that could be influenced through Loyalty. - Define Business...
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