Job Description

An opportunity to design a customer support function and lead a dynamic team Part of local leadership responsible for organisation wide policy decisions As the Chief Customer Service Officer, your responsibilities will include: Lead and empower customer support teams through service transformation and continuous improvement initiatives. Foster a culture of customer service excellence by collaborating closely with Onboarding, Admin Services, Content Services, Bespoke, and Product teams. Partner with the Sales team to ensure a superior client experience, contributing to client retention and overall satisfaction. Act as a customer service champion, directly engaging with customers and guiding teams to deliver outstanding service. Define and meet Service Level Agreements (SLAs), cultivating a customer-centric mindset within local and global teams. Develop and publish actionable reports to track progress against SLAs, enabling continuous improvements. Manage the day-to-day operations of the Customer Support team, providing coaching, training, and development opportunities to enhance service delivery. Develop and maintain a comprehensive catalogue of support services, showcasing highly optimized service workflows. Take ownership of customer satisfaction surveys, addressing low CSAT/NPS scores and leveraging positive scores for continuous improvement. Collaborate closely with the Product team to effectively resolve customer support issues. The Successful Applicant As a successful Chief Customer Service Officer, you must: Hail from or be ready to relocate to Mumbai City Possess Demonstrable experience in a leadership position, successfully implementing and leading a large enterprise service desk within a global organisation. Strong ability to understand and address customer issues effectively. ITIL and Six Sigma certified What\'s on Offer Industry-leading compensation, benefits and growth opportunities Potential for lateral movements, role enhancements and global mobility

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