Zoop - Lead - Customer Support (6-7 yrs)

Company Overview:

About Zoop:

Zoop, a leading e-food catering platform for Indian Railways, is part of the travel tech giant ixigo. We offer a seamless dining experience for train travelers, delivering quality meals directly to their seats. We partner with renowned food brands to ensure a diverse and delectable menu. As a member of the Ixigo family, we are committed to providing innovative solutions and exceptional customer service.

Key Responsibilities :

- Develop and implement efficient processes for daily customer support operations.

- Design and plan an effective team structure to optimize performance and workflow.

- Conduct training sessions for team leaders to enhance their skills and leadership capabilities.

- Stay updated on emerging technologies and methodologies to improve the customer support function.

- Monitor performance metrics and make data-driven adjustments to strategies as needed.

Required Skills and Qualifications:

- 6-7 years' experience.

- Proven experience in customer support management or a related field.

- Strong leadership and team-building skills with a focus on mentoring and training.

- Excellent communication and interpersonal skills.

- Ability to analyze data and implement process improvements based on insights.

- Familiarity with customer support software and technologies.

Additional Information:

- This position is 6 days working.

- The role requires working from the office Mohan Cooperative, South Delhi.

- The candidate must have at least 2 years of experience in managing CX functions as a lead/manager (handling a team size of at least 15 people)

- Preference for e-commerce/internet businesses