Team Lead - Customer Growth

Job Description :

As a Customer Growth Team Leader you will :

• Train customers over the phone and face to face sessions

• Troubleshoot problems and provide solutions

• Effectively plan and execute visits and calls through the team

• Identify and assess customers' needs to achieve satisfaction

• Provide accurate, valid and complete information by using the right methods and tools in a timely fashion

• Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution

• Follow communication procedures, guidelines and policies

• Keep records of customer interactions, enquiries and concerns

• Provide timely feedback to the company regarding service issues, bug issues or customer concerns

• Lead team meetings and conduct monthly one on ones with CG team

• Analyze churn and usage data

• Work closely with other geos CG team in to solve problems collaboratively

• Set and drive targets

Requirements :

We are looking for leaders at all levels who have the hunger to work with some of the smartest people, who are driven by a sense of purpose, and who wish to leave a legacy in their respective domains and among their professional fraternity. We are not just building apps or tech platforms, but rather building distributed ecosystems connected through intelligent technology that can change the face of the food and grocery consumption pipelines in India, forever, for the better.

An ideal candidate for this role is someone who has-

• 3+ years of experience leading customer Growth teams, preferably with technology/FMCG companies.

• Combine technical know how with empathy, patience and strong communication skills.

• You will have experience supporting customers using internet/mobile products.

• Strong communication, leadership and coaching skills.

• Is open and eager to learn.

• You will have a great understanding of and interest in the internet, social media and mobile platforms.

• Familiar with customer support tools and structured way of working based on KPIs.

• Confident dealing with difficult conversations and experience of performance management.

• Must be customer centric and have the ability to adapt/respond to different characters.

• Ability to multitask, prioritize and manage time effectively.

• Is self motivated and can manage change in a positive manner.