Job Description
Fynd is India's largest omnichannel commerce platform helping retail businesses accelerate growth. Founded by Farooq Adam, Harsh Shah, and Sreeraman MG in 2012.
The company is headquartered in Mumbai and currently employs 350+ spread across design, engineering, data science, operations and sales. Trusted by over 600 brands and 10,000 stores.
Roles & Responsibilities
Create, implement and maintain customer support processes
Work with multiple teams like growth, operations, and engineering to solve customer complaints
Evaluate team performance and coach the team
Ensure targets set for Customer Satisfaction scores are achieved across channels
Ensure the customer support tool stack is always updated
Attend customer support escalations personally
Create and share custom reports pertaining to customer support
Requirements
Minimum 10 years of experience with at least 2 years leading a customer support team
Excellent written and spoken communication skills
Proficiency in English and Hindi is a must
Previous experience working in chats, calls, and emails process
Working knowledge of customer support software. Knowledge of Freshworks suite is an advantage
Excellent data analysis skills with mastery of MS Excel. Knowledge of SQL is a plus
Ability to work under pressure, especially during sale days
Bachelors degree or higher from a reputed institute. B.Tech will be an advantage
The company is headquartered in Mumbai and currently employs 350+ spread across design, engineering, data science, operations and sales. Trusted by over 600 brands and 10,000 stores.
Roles & Responsibilities
Create, implement and maintain customer support processes
Work with multiple teams like growth, operations, and engineering to solve customer complaints
Evaluate team performance and coach the team
Ensure targets set for Customer Satisfaction scores are achieved across channels
Ensure the customer support tool stack is always updated
Attend customer support escalations personally
Create and share custom reports pertaining to customer support
Requirements
Minimum 10 years of experience with at least 2 years leading a customer support team
Excellent written and spoken communication skills
Proficiency in English and Hindi is a must
Previous experience working in chats, calls, and emails process
Working knowledge of customer support software. Knowledge of Freshworks suite is an advantage
Excellent data analysis skills with mastery of MS Excel. Knowledge of SQL is a plus
Ability to work under pressure, especially during sale days
Bachelors degree or higher from a reputed institute. B.Tech will be an advantage
💡 Quick Summary
Seeking a career-building opportunity? The Lead | Customer Support Full|Time position is now open for candidates interested in the Customer Care Executive sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
