Assistant Manager - Customer Experience

Job Description

Job Title: Assistant Manager, Customer Experience Location: Zoomcar (Hybrid/On-site) About the Role We are looking for an experienced Assistant Manager, Customer Experience to lead and optimize our support operations. In this role, you will drive efficiency, enhance customer satisfaction, and streamline processes to ensure a seamless support experience. Key Responsibilities Lead a team of 50+ customer experience specialists, ensuring high performance and engagement. Optimize and manage CRM and CCaaS tools, including Freshdesk, Freshchat, Simplify360, Smartflo or other similar tools Identify and implement strategies to reduce support concerns, enhance CSAT, and improve operational efficiency . Improve FCR% for inbound calls through process optimization and agent coaching. Increase CSAT% for email support by enhancing response quality and reducing resolution time. Streamline email and call processes by identifying inefficiencies and implementing solutions. Deep dive into email and call processes to identify gaps and drive improvements. Develop and implement data-driven strategies to improve First Call Resolution (FCR) and CSAT scores . Collaborate with cross-functional teams to improve the customer journey and streamline complex workflows. Monitor key performance metrics and drive continuous improvements. What Were Looking For 3+ years of experience in a team-lead or assistant manager role, preferably in a fast paced startup environment. Strong experience in customer support operations , with a proven ability to optimize processes and improve CSAT . Expertise in Freshdesk, Freshchat, Simplify360, Smartflo, and other support tools . Exceptional communication and leadership skills with a track record of managing large teams (50+ people) . Exceptional data analysis skills , with proficiency in Excel/Tableau a plus. Data-driven approach to problem-solving and decision-making. Expectations for the First 90 Days Optimize processes and coach agents to improve FCR% for inbound calls to over 60- 70% Enhance response quality and reduce resolution time to increase email support CSAT% to over 90%. Identify inefficiencies in email and call processes and implement solutions for smoother operations.