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Job Description
Ethos is seeking a Customer Support Manager to lead and scale their revenue leadership and process excellence team in India. The Customer Support Manager will own the vision, strategy, and roadmap for enhancing overall operations and revenue enhancement experience. He/She will help create and support an inclusive and cohesive culture across the CX organization through coaching, 1:1s, and a partnership with US based CX managers.
Role involves:
- Leading and managing day-to-day Customer Support team operations
- Developing and executing effective customer support and policy servicing procedures, policies, and standards
- Partnering with the Head of CX to develop relevant goals and objectives
- Monitoring relevant customer support metrics and prepare reports
- Acting as liaison between Customer Support and Sales, UW, and other cross-functional partners
- Gathering, documenting, and communicating relevant product, marketing, and business updates to the customer support team
- Recruiting, hiring, mentoring, and developing customer support agents
- Creating and nurturing a work environment and team culture where agents can excel
- Staying informed on the latest industry best practices, strategies, and methods
Requirements:
- 5+ years in customer experience or customer support
- 2+ years of experience managing a customer support team and operations
- Extensive knowledge of customer support trends and new technology
- Sharp focus on execution and an owner mentality with a track record of delivering success in a timely manner
- Data oriented decision making skills and great intuition for customer experience
- Outstanding written and verbal communication skills
- Excellent leadership and interpersonal skills
