Lead - Customer Support

at Fynd

DP
Posted by Akshata Kadam
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Mumbai
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8 - 10 yrs
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₹12L - ₹15L / yr
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Full time
Skills
Customer Relationship Management (CRM)
Customer Support
Customer Success
Customer Service
Strategy development
Business communications
Team Management
Team building
MS-Excel
SQL
Attention to detail
Retail
Startups

About role

Fynd is looking for an experienced professional to lead the customer support function. The selected candidate will be leading a team of customer support executives and will be responsible for the overall Customer Satisfaction of our marketplaces business.

Roles & Responsibilities
  • Create, implement and maintain customer support processes
  • Work with multiple teams like growth, operations, and engineering to solve customer complaints
  • Evaluate team performance and coach the team
  • Ensure targets set for Customer Satisfaction scores are achieved across channels
  • Ensure the customer support tool stack is always updated
  • Attend customer support escalations personally
  • Create and share custom reports pertaining to customer support


Requirements

  • Minimum 10 years of experience with at least 2 years leading a customer support team
  • Excellent written and spoken communication skills
  • Proficiency in English and Hindi is a must
  • Previous experience working in chats, calls, and emails process
  • Working knowledge of customer support software. Knowledge of Freshworks suite is an advantage
  • Excellent data analysis skills with mastery of MS Excel. Knowledge of SQL is a plus
  • Ability to work under pressure, especially during sale days
  • Bachelors degree or higher from a reputed institute. B.Tech will be an advantage

About Fynd

Fynd is India’s largest offline to online fashion platform. Fynd works with 300+ brands across 9000+ stores in 40+ cities to aggregate store inventory in real time. Across Fynd’s own direct to consumer channel, instore omnichannel and api consumption channels, Fynd distributes this inventory feed to drive transactions and manage fulfilment.

Founded
2012
Type
Product
Size
100-500 employees
Stage
Raised funding
View full company details
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