At NIRA, we are seeking a highly motivated and solution-oriented individual to join us as a Customer Support Lead. In this pivotal role, you'll be instrumental in orchestrating our customer support function, championing process efficiency, adept problem-solving, managing a team and fostering seamless communication. Your mission will be to establish and surpass measurable benchmarks for customer satisfaction, leveraging best industry practices. If you're passionate about elevating customer experiences and excel in fast-paced environments, we invite you to be part of our team.

Key Responsibilities

Develop and Implement Customer Service Strategies: Devise and execute strategies to ensure efficient and seamless customer support across multiple channels, including email, chat, social media, WhatsApp, and cloud contact center.

Measure and Enhance Service Quality: Establish and maintain systems to measure and enhance service quality. Monitor and analyze customer feedback, complaints, and NPS scores for continuous improvement.

Continuous analysis of root cause and sharing feedback: Best customer support is when customers don’t even get a chance to complain. Towards that goal, on an ongoing basis conduct analysis of recurring customer issues and collaborate with cross-functional teams to identify solutions for problems that lead to complaints.

Effective verbal and written communication for escalation management: To succeed in this role, you must be an effective communicator both verbally to engage difficult customers towards constructive outcomes, and in writing to manage internal and external stakeholders such as compliance heads of our business partners.

Reporting and Collaboration: Regularly report on transaction volumes, service standards, and other key insights. Collaborate with relevant teams to identify areas for improvement and implement necessary changes.

Process Optimization: Implement and maintain robust processes to ensure efficient customer support experience. Provide insights for platform development and CRM enhancements to optimize workflow.

Team Management: Lead and mentor the customer support team, conduct regular audits to generate reports on customer interaction, and provide continuous training to ensure team members are equipped to deliver exceptional service as per company standards.

Industry Awareness and Recommendations: Stay informed about industry best practices, digital trends, and customer experience initiatives. Provide recommendations to management on adopting relevant practices to enhance customer satisfaction.

Key Requirements

• Bachelor’s degree in business, finance, or a related field.

• The candidate should have demonstrated a track record of at least 5 years or more in leading customer support teams preferably in the financial services industry.

• Excellent verbal and written communication abilities for strategic dissemination across business stakeholders and customers.

• Client-centric focus aimed at optimizing user experience.

• Strong understanding of omni-channel servicing, digital trends, and customer experience initiatives.

Salary - as per industry standards