Agile Customer Experience Leader
2 weeks ago
We are seeking an experienced Customer Experience Leader to join our team at Ninjacart. As a key member of our customer experience team, you will be responsible for delivering exceptional support to our customers across various personas.
Job Description- Drive Inbound Support Metrics such as First Time Right (FTR%), Customer Satisfaction Score (CSAT), Resolution SLA, Productivity%, Cost per Ticket (CPT) and Outbound metrics such as Connect Rate% and Conversion% across all NC business units and campaigns.
- Improve the bar for talent on CX Team by actively coaching, mentoring and hiring the right talent with a 'Business growth' bent of mind.
- Work with stakeholders in product, business, and analytics to minimize high frequency and high impact issues across all business units.
- Set up frameworks to derive customer insights and plug them into the product roadmaps across all business units.
- 6+ years of overall experience
- At least 2+ yrs in CX role
- Preferably from a Ecom or tech companies
- MBA preferred
Ninjacart is India's leading agri-platform that leverages technology and data to organize the agri-commerce ecosystem. We empower farmers and other players in the ecosystem in ways never done before.
We have raised over $350mn from top investors and are one of the top 25 startups to work for, according to LinkedIn.
We are a highly motivated, results-driven community who focus on proactive approaches to problem-solving. We cherish entrepreneurial spirit and provide significant operating autonomy to senior leaders.
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