Director of Customer Experience

2 days ago


Kannur, Kerala, India beBeeStrategic Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

We're hiring a strategic leader to spearhead our customer support function.

Job Description

The ideal candidate will be responsible for managing high-priority customer escalations and shaping the technology roadmap to enhance both customer and agent experience.

  • Lead and mentor a team on effective practices for handling customer grievances and ensuring service level agreement compliance;
  • Analyze escalation trends, customer feedback, support metrics to identify root causes, and deploy best practices to improve response time

This is a senior leadership position that requires close collaboration with cross-functional teams and regular engagement with senior leadership in a fast-paced environment.

Key Responsibilities
  • Develop and implement strategies to drive customer satisfaction, reduce churn, and build long-term improvements in customer support processes;
  • Collaborate with stakeholders to design and deliver training programs for the escalation team;
  • Provide expert guidance on process improvement initiatives and ensure seamless execution of projects;
  • Maintain accurate records and reports to track key performance indicators (KPIs).
Requirements

To succeed in this role, you'll need:

  • A bachelor's degree in Business Administration or a related field;
  • At least 5 years of experience in customer support management or a related field;
  • Excellent communication and interpersonal skills;
  • Ability to analyze complex data and make informed decisions;
  • Strong leadership and problem-solving skills;
  • Experience with project management tools and methodologies.


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