Senior Customer Experience Director
17 hours ago
We are seeking an experienced Senior Customer Experience Director to join our team at Raise Financial Services. This role is a critical part of our company's mission to deliver exceptional customer experiences.
About the Role:
The Senior Customer Experience Director will lead our customer service teams, focusing on achieving high levels of customer satisfaction and loyalty. Key responsibilities include setting goals for team members, effective communication, upscaling performance, handling escalations, and taking ownership of customer issues.
This role requires close collaboration with internal stakeholders, including the functional head, founders, and customers. The successful candidate will demonstrate empathy in all conversations, ensuring customers receive timely and appropriate resolutions.
Expected Responsibilities:
- Lead the customer service team, driving effective action to deliver superior customer experiences
- Develop clear strategies focused on customer centricity, mentor team members, and promote their professional growth
- Improve customer satisfaction across channels, evaluate digital technologies, and implement solutions to enhance the overall experience
- Manage escalation processes, coordinate with stakeholders, and initiate metrics to measure team growth and performance
- Scale the team by capitalizing on opportunities for increased effectiveness and driving productivity programs
- Develop and continuously improve processes to drive customer delight
- Stay ahead of industry developments, apply best practices, and innovate for better results
Requirements and Qualifications:
- Graduation degree from any field; post-graduation would be an advantage
- Proven experience as a Customer Service Manager, with 8-10 years of overall experience and 5-6 years in the Broking industry
- Good command over English, strong written communication skills, and ability to think strategically and lead
- Working knowledge of customer service software, databases, and tools
- High integrity, discipline, and process orientation
Salary and Benefits:
We offer a competitive salary of ₹20,00,000 per annum, based on the location (Mumbai - Western Suburbs) and the role's requirements. As a great place to work, we foster growth, collaboration, and fulfillment. Our culture values every individual, innovation thrives, success is shared, passion meets purpose, and every day presents an opportunity to make a difference.
About Raise Financial Services:
Raise Financial Services builds technology-led consumer products and infrastructure services to serve Indians with financial services across financing, insurance, investing, payments, and wealth. We aim to deliver great products, awesome experiences, and exceptional customer service to our users.
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