Support Services Director
7 days ago
About the Company:
Meesho is a leading e-commerce platform that connects millions of sellers with buyers across India. Sellers on Meesho list their products and generate revenue through orders on the platform. Meesho does not charge commission on these sales. Meesho generates revenue primarily through ads on the platform where sellers advertise their catalogs and pay per click.
Job Overview:
The Customer Support Operations Manager at Meesho will play a crucial role in delivering exceptional customer support experiences through innovative AI technologies. This individual will oversee daily operations, manage call center and BPO partnerships, and drive process improvements to enhance service quality and customer satisfaction.
Key Responsibilities:
- Liaison Management: Facilitate communication and ensure alignment on operational goals with call center and BPO partners
- Operational Oversight: Manage day-to-day operations of customer support services, ensuring optimal staffing levels and efficient workflow processes
- Performance Monitoring: Analyze performance metrics and call trends to identify areas for improvement; develop strategies to enhance service quality and customer satisfaction
- Training and Development: Supervise, train, and evaluate the performance of customer support staff; establish performance requirements and personal development targets
- Escalation Management: Handle escalated customer complaints and complex issues, ensuring timely resolution and maintaining high service standards
- Process Improvement: Collaborate with internal teams to develop and implement best practices for customer support operations; recommend system enhancements as needed
- Reporting: Prepare regular reports on operational performance, customer feedback, and service quality metrics for senior management review
- Cross-Functional Collaboration: Work closely with sales, product management, and technical teams to ensure seamless service delivery and address customer needs effectively
Requirements:
- Proven experience working with BPO partners and managing large-scale operations
- Demonstrated expertise in performance monitoring, workforce planning, and process improvement
- Strong communication, presentation, and negotiation skills
- Ability to work with enterprise and SMB clients
Salary Range: ₹16,00,000 - ₹22,00,000 per annum, depending on experience.
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