Associate Manager

2 days ago

Ahmedabad, Gujarat, India Smytten Full-time

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Overview
We are looking for a professional to manage customer experience, resolve escalations, improve operational processes, and coordinate with cross-functional teams to enhance customer satisfaction and operational efficiency.

Key Responsibilities
- Customer Experience: Handle complex complaints, application reviews, and social media escalations while improving customer satisfaction and First Contact Resolution (FCR).
- Process & Quality Management: Identify root causes of order-related issues, coordinate with warehouse and supply chain teams, and ensure product and listing accuracy.
- Team Management: Guide team members, manage scheduling, monitor performance, and support hiring and training.
- Systems & Automation: Test system updates, report bugs, improve chatbot performance, and identify automation opportunities.
- Documentation & SOPs: Create FAQs, email templates, BRDs, and SOPs to streamline processes and communication.
- Performance Tracking: Monitor customer complaints, resolution rates, quality, and team productivity.
Skills & Qualifications
- Experience in customer support, customer experience, e-commerce operations, or team management.
- Strong communication, problem-solving, and escalation-handling skills.
- Knowledge of process improvement, team coordination, and performance metrics.
- Familiarity with customer support tools, automation, and process documentation.