Customer Delight Manager- Looking for Female folks
at an early-stage startup backed by Y-combinator
1. Lead a team of associates who are the first point of contact for members - identify, understand and resolve customer queries via chat support / email or call if necessary.
2. Foster cross-functional relationships with internal stakeholders and devise methods for improvement of overall customer experience
3. Work on process/workflow design to ensure root cause resolution of frequent customer queries. Develop service procedures, policies and standards
4. Record and document all relevant user feedback
5. Manage escalations. Take ownership of customers' issues and follow problems through to resolution.
6. Manage rotational shifts to ensure great 24/7 customer support (8-hour shifts | 6 days working | Weekday off)
7. Own customer satisfaction targets and resolve all user queries within specified timelines
8. Scale our processes, services, and systems playbook
9. Recruit, mentor and develop customer service agents and nurture an
environment where they can excel through encouragement and empowerment
10. Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs
Requirements
1. High empathy & a mindset to not simply ‘manage’ customers but to delight them. We need a customer champion.
2. You know how to make simple moments impactful. “Delight is in the details” is your work mantra.
3. You're a natural teacher and communicator.
4. 3+ years of experience in customer service. Prior experience in managing customer support operations via chat in a fast-paced startup environment
5. Experience navigating and resolving customer escalations that you'd tell your grandkids about
6. Excellent communication skills with expert-level fluency in English.
7. Excellent knowledge of management methods and techniques.
8. A highly driven self-starter, with very strong ownership of their work
9. Awareness of the industry’s latest technology trends and applications
10. Ability to think strategically and to lead. Advanced troubleshooting and
multi-tasking skills
Shubham Vishwakarma
Full Stack Developer - Averlon
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We are Virtual Internships, an EdTech startup on a mission to bridge the gap between education and the workplace by making internships accessible to all.
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August 2016 and was the first non-banking UPI app and offered money transfer to individuals
and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into
financial services with the launch of digital gold, providing users with a safe and convenient
option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds
and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona
Care, a dedicated insurance product for the COVID-19 pandemic among others.
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nationally.
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- Certified Kubernetes Administrator (CKA)
React.jsJava
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon