Customer Success Lead - Non Voice (3-5 Yrs) Mumbai (After-Sales/Customer Service)

Position Overview :- As a Customer Support Lead at MProfit, you will be a crucial part of our mission to ensure all our clients success and satisfaction.- You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions.- You will manage the end-to-end ticket management process independently while overseeing ateam tasked with ticket assignment, closure, responses, and issue resolution.Key Responsibilities :1. End-to-End Ticket Management :- Independently handle customer support tickets from initial contact through resolution, ensuring timely and effective communication and issue resolution.- Prioritize and escalate tickets to meet customer expectations and service level agreements (SLAs).- Continuously monitor ticket queues to identify trends, common issues, and opportunities for process improvement.2. Quality Assurance and Process Improvement :- Implement and maintain quality assurance processes to ensure consistency and accuracy in ticket handling and customer interactions.- Proactively identify gaps or inefficiencies in current processes and workflows, and collaborate with cross-functional teams to implement solutions and improvements.- Analyze customer feedback and support metrics to identify areas for enhancement and drive initiatives to enhance the overall customer experience.3. Cross-Functional Collaboration :- Collaborate closely with other departments, to ensure alignment on customer needs, product updates, and service offerings.- Serve as a subject matter expert on customer issues and feedback, providing insights and recommendations to inform product development and strategic decision-making.4. Responding to Customer Inquiries :- Monitor and manage the support email inbox.- Respond promptly to customer inquiries, requests, and complaints via email.- Provide accurate, clear, and helpful information to address customer concerns and resolve issues.5. Handling Customer Feedback :- Acknowledge and address customer feedback, suggestions, and complaints received via email.- Document and categorize customer feedback for analysis and reporting purposes.- Advocate for customer needs and contribute insights for product or service improvements based on feedback trends.6. Maintaining Communication Standards :- Adhere to company communication guidelines and standards for email correspondence.- Ensure professional and courteous language in all interactions with customers.- Manage email communication volume effectively to maintain response time targets and customer satisfaction.7. Continuous Learning and Improvement :- Stay updated on product or service enhancements, updates, and industry trends.- Seek opportunities for professional development and skill enhancement to improve customer support effectiveness.- Actively participate in performance evaluations, coaching sessions, and feedback discussions to identify areas for growth and improvement.8. Team Leadership and Management :- Lead and motivate a team of customer success associates, providing guidance, coaching, and mentorship to ensure team cohesion and individual development.- Coordinate and oversee the assignment of tickets to team members, ensuring equitable distribution of workload and adherence to SLAs.- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and skill enhancement.Qualifications :- Bachelor s degree in a relevant field or equivalent work experience.- 3 years of experience in a non-voice customer support role.- Strong understanding of financial technology and SaaS platforms.- Excellent communication skills in English and Hindi.- Exceptional written communication skills in English.- Problem-solving skills with the ability to analyze and resolve complex issues along with a customer-centric mindset.- Proficiency in setting up, using, and managing help-desk software and ticketing systems like Freshdesk, Zendesk, Zoho Desk etc.- Strong organizational and time management skills.Perks and Benefits :- Incredible professional growth : Opportunity to thrive in a high-impact role in a high-growth company backed by distinguished investors.- Upskilling : Opportunity to understand technology products and get a deep understanding of the fintech domain.- Healthcare benefits : Health insurance coverage for self and spouse.- Time off : Paid leaves, Sick leaves, and 2nd, and 4th Saturdays off to refresh and rejuvenate- What more? Casual dress code and free breakfast (ref:updazz.com)

Payroll Type : Permanent