Meesho - Manager - Customer Support Operations (4-8 yrs)

Description:

About the team:

The Meesho AI Services team is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations. In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If you're passionate about AI, building strong partnerships, and creating impactful change, this is the team for you!

About the role:

Under administrative direction, the Customer Support Operations Manager plans, organizes, and directs the operations of customer support services, ensuring effective collaboration with call center and BPO partners. This role serves as the primary point of contact (POC) for these partners, overseeing daily operations and enhancing service delivery.

What you will do:

- Liaison Management: Act as the main point of contact for call center and BPO partners, facilitating communication and ensuring alignment on operational goals

- Operational Oversight: Manage day-to-day operations of customer support services, ensuring optimal staffing levels and efficient workflow processes

- Performance Monitoring: Analyze performance metrics and call trends to identify areas for improvement; develop strategies to enhance service quality and customer satisfaction

- Training and Development: Supervise, train, and evaluate the performance of customer support staff; establish performance requirements and personal development targets

- Escalation Management: Handle escalated customer complaints and complex issues, ensuring timely resolution and maintaining high service standards

- Process Improvement: Collaborate with internal teams to develop and implement best practices for customer support operations; recommend system enhancements as needed

- Reporting: Prepare regular reports on operational performance, customer feedback, and service quality metrics for senior management review

- Cross-Functional Collaboration: Work closely with sales, product management, and technical teams to ensure seamless service delivery and address customer needs effectively

What you will need:

- Proven experience working with BPO partners and managing large-scale operations

- Demonstrated expertise in performance monitoring, workforce planning, and process improvement

- Strong communication, presentation, and negotiation skills

- Ability to work with enterprise and SMB clients

Company Overview:

Meesho is a leading e-commerce platform that connects millions of sellers with buyers across India. Sellers on Meesho list their products and generate revenue through orders on the platform. Meesho does not charge commission on these sales. Meesho generates revenue primarily through ads on the platform where sellers advertise their catalogs and pay per click. We are the largest platform catering to the needs of the Bharat consumers across consumer retail.

Note: For your candidature to be considered on this job, you need to apply necessarily on the redirected career page of the company as well.