with proven expertise in the E-commerce industry. The successful candidate will have hands-on experience with Zendesk, strong leadership abilities, and a results-driven approach to managing KRAs and KPIs. You will play a key role in driving team performance, ensuring customer satisfaction, and maintaining strong client relationships.
Key Responsibilities
Lead, coach, and manage a team of customer support executives to achieve performance targets.
Oversee daily operations within Zendesk, ensuring SLAs are consistently met.
Define, monitor, and report on team performance metrics (CSAT, FRT, AHT, DSAT, etc.).
Act as an escalation point for complex issues and ensure timely resolution.
Maintain strong client relationships by delivering service excellence.
Conduct regular team reviews, coaching sessions, and performance evaluations.
Collaborate with cross-functional teams (Logistics, Sales, Operations, Tech) for issue resolution.
Drive process improvements to enhance customer experience and operational efficiency.
Key Requirements
Minimum 5+ years of experience in E-commerce customer support, with at least 2+ years in a similar position or equivalent.
Expertise in Zendesk (or other CRM/helpdesk tools).
Strong understanding of KRAs, KPIs, and performance management.
Exceptional communication, leadership, and problem-solving skills.
Ability to analyze data and translate insights into action plans.
Customer-first mindset with excellent relationship management skills.
KPIs to Measure Success
Customer Satisfaction (CSAT) & Quality Assurance (QA Score).
First Response Time (FRT) & Average Handling Time (AHT).
SLA adherence & Resolution Rate.
Customer Retention & Escalation Resolution Rate.
Team productivity & overall service quality.
Work Timings & Compensation
Work Timings:
9:00 AM - 7:00 PM (Monday to Saturday)
Compensation:
? 50,000 - 60,000 per month
Why Work With Us
Join a fast-growing company that wants to develop customer support as a service.
Lead a dynamic and high-performing support team.
Cordial and highly rewarding work environment.
Job Type: Full-time
Pay: ₹50,000.00 - ₹60,000.00 per month
Work Location: In person
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