Manager - Customer Experience
Snabbit · Bengaluru · onsite · Posted 43d ago
Undisclosed3–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Role & responsibilities
- Manage and coach customer support agents, driving productivity, quality, SLA and CSAT/NPS.
- Own vendor/BPO management, including performance, capacity, SLAs and governance.
- Monitor operational metrics and identify opportunities to improve eciency and CX.
- Handle and drive resolution of critical customer escalations.
- Build and improve SOPs, workflows and escalation processes.
- Identify recurring customer issues and work with Product/Ops teams on root-cause resolution.
- Drive automation and process improvements to reduce cost, contacts and resolution time.
- Create regular performance reviews and actionable insights for leadership.
Preferred candidate profile
- 3 to 5 years in Customer Operations / CX / Contact Centre / BPO Operations.
- Experience managing teams and external vendors.
- Strong understanding of customer support metrics and operational dashboards.
- Data-driven, highly organised and strong at stakeholder management.
- Comfortable working in a fast-paced, high-growth startup environment.
Sourced from naukri
Skills
Customer OperationsContact Center Operations
About Snabbit
Snabbit
Internet
250
employees
2024
2 years old
Bengaluru, Karnataka
India
About
Snabbit is Indias first Quick-Service App delivering home services in just 10 minutes through a hyperlocal network of trained and verified professionals. Backed by Elevation Capital, Nexus Venture Partners, Lightspeed, and Bertelsmann India Investments. Snabbit is redefining the home services space by combining speed, quality, and trust.
Industries
Internet
Employee ratings
80 reviews
3.6/ 5
Culture
3.5
Career growth
3.4
Work-life
3.3
Employees rate it well for
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