Customer Experience Manager

About GoKhana - ToBox Ventures Pvt Ltd:

GoKhana is a full-stack B2B technology company that manages end-to-end food programs for corporates and enables the Next-Gen Digitized Cafeteria. Bringing together an imaginative blend of technology, logistics and food service management, GoKhana offers SaaS solutions to digitize corporate cafeterias and eateries in tech park. GoKhana’s award-winning solution brings our food partners, corporate partners, and their employees on a single, transparent platform. GoKhana is built around the principle of simplicity. Whether it is the simplicity of solving problems, eliminating the need for multiple apps for outlet types, or the absolutely intuitive ease of using the app.

Website: www.gokhana.com

About Customer Support - Manager

We are looking for a motivated and experienced customer support manager to lead our customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly.

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

Roles & Responsibilities

1. Leadership and Mentorship:

• Lead and inspire a team of Customer Support Representatives, guiding them to excel in their roles and nurturing their career growth.
• Be the driving force behind a collaborative and thriving work environment.

2. Team Expansion and Growth:

• Drive the expansion of your team by participating in the recruitment, on boarding, and training of new team members.
• Shape the team's growth and capabilities to meet evolving customer needs

3. Cross-Industry Expertise:

• Understand and support the nuances and processes necessary to cater to clients from diverse industries and needs.
• Adapt strategies to accommodate varying levels of technical abilities and the support of multiple products from within our portfolio.

4. Administrative Excellence:

• Assist your team with administrative responsibilities, such as monitoring performance, reporting and managing escalations.
• Ensure the team's efficiency and effectiveness in delivering rapid assistance to client inquiries.

5. Technical Guidance:

• Leverage your technical expertise to provide guidance and solutions for challenging software-related issues.
• Collaborate with your team to ensure clients receive expert assistance.

6. Customer-Centric Approach:

• Instill a customer-centric approach within your team, fostering professional and empathetic communication with clients.
• Ensure their needs are met effectively, leaving a lasting positive impression.

Prerequisites:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 3-5 years of experience in customer support and/or backend operations, with at least 1-2 years in a supervisory or management role.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Experience with CRM and ERP systems.
• Knowledge of industry best practices in customer support and backend operations.
• Proficiency with ticketing systems and backend operations software.
• Strong analytical skills and attention to detail.
• Exceptional communication and interpersonal skills.