BrightChamps - Head - Costumer Service - B2C (10-20 yrs)

Customer Service Leader

Location: Bangalore - HSR Layout

Experience: 10+ Years

Industry: EdTech

About the Role:

We are seeking a dynamic and experienced Customer Service Leader to drive and manage our customer support function in the fast-paced EdTech environment. The ideal candidate will be responsible for designing and implementing best-in-class service strategies, ensuring customer satisfaction, and fostering a customer-centric culture within the organization.

Key Responsibilities:

1. Strategy & Leadership

- Develop and execute a comprehensive customer service strategy aligned with business objectives.

- Lead, mentor, and manage a team of customer service professionals, ensuring high performance and engagement.

- Collaborate with cross-functional teams (Sales, Marketing, Product, Operations) to enhance the customer experience.

2. Operational Excellence

- Oversee daily operations of the customer service team, ensuring SLAs and KPIs are consistently met or exceeded.

- Design and implement processes to streamline query resolution, feedback management, and escalation handling.

- Leverage CRM tools and technology to enhance efficiency and transparency in customer interactions.

3. Customer Experience Management

- Build a customer-first culture by driving proactive engagement and ensuring seamless communication channels (email, chat, phone, social media, etc.).

- Analyze customer feedback and complaints to identify trends and recommend product or process improvements.

- Handle escalated issues, ensuring prompt and satisfactory resolutions.

4. Team Development

- Recruit, train, and develop the customer service team, nurturing leadership within the group.

- Foster an environment of continuous learning, adaptability, and innovation.

5. Metrics & Reporting

- Track, analyze, and report on key customer service metrics, presenting insights to senior management.

- Use data to identify opportunities for improvement and measure the impact of implemented changes.

Qualifications:

- Education: Bachelor's degree in Business, Management, or a related field (MBA preferred).

- Experience: Minimum 10 years in customer service, with at least 5 years in a leadership role (experience in B2C preferred).

- Strong understanding of customer service best practices, tools, and metrics.

- Proven ability to manage large teams in a high-pressure environment.