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Customer Support Team Lead

3 months ago

Hyderabad, India Sid's Farm Full time
Job description

Job Description:

Have you always dreamed of joining a company where you can drive your vision with total ownership? Welcome to Sid's Farm


We at Sid's Farm believe that people do their best when you empower them to make the right decisions. We are obsessed with creating and delivering the best dairy products that humans can make. We would like someone to be part of the journey to help our customers understand the need to enjoy quality products as well as to provide the necessary service during the lifecycle.


Job Location: Hyderabad (Preference to candidates living in the Greater Hyderabad Area or who could move here immediately)


Role: Customer Experience Team Lead


Responsibilities:


· Build teams and processes that are obsessed with providing excellent customer experience.

· Led customer support team, new customer onboarding team, and D2C collection team to achieve departmental targets.

· Develop capable teams well versed in product and process knowledge to answer any customer queries and resolve issues.

· Drive the strategy, planning, and execution of the organization's overall customer experience goals.

· Develop and execute initiatives to improve the customer experience and build brand loyalty by building teams that provide exceptional customer support.

· Cascade customer feedback at various levels of granularity to respective teams - Sales, Supply Chain, Payments, Production, Quality, Procurement.

· Establish KPIs to diligently track team performance and motivate them to set and achieve new boundaries continuously.

· Innovate and drive initiatives in own area or in other areas of the company to increase new customer lead generation and to convert those leads to full-time loyal subscribers.

· Develop a best-in-class new customer onboarding team that creates a WoW effect to the new customers without being overbearing or obnoxious.

· Lead, train, and coach the new customer onboarding team

· Perform in-depth data analysis to understand patterns in team performance, customer queries, their issues, and our resolution process to ideate and execute solutions that result in providing the most empathetic customer service.

· Prepare short-term, and long-term product sales forecasts together with marketing and work on other forecast models and special reports & analyses that help understand the market trends.


Requirements:


· Must: 3-8 years of experience in a customer experience role or similar roles

· Nice-to-have: 3-5 years of app-based FMCG sales experience (Preferably in diary/agri-tech industry)

· Extremely sharp analytical skills

· Natural ability to motivate people

· Obsession with customer experience

· Excellent verbal and written communication skills

· Proven ability to hustle and manage multiple work streams effectively