Associate Manager - Customer Experience & Engagement

Smytten

Required skills

Website: smytten.com
Job details:

Overview We are looking for a professional to manage customer experience, resolve escalations, improve operational processes, and coordinate with cross-functional teams to enhance customer satisfaction and operational efficiency.

Key Responsibilities

Customer Experience: Handle complex complaints, application reviews, and social media escalations while improving customer satisfaction and First Contact Resolution (FCR).
Process & Quality Management: Identify root causes of order-related issues, coordinate with warehouse and supply chain teams, and ensure product and listing accuracy.
Team Management: Guide team members, manage scheduling, monitor performance, and support hiring and training.
Systems & Automation: Test system updates, report bugs, improve chatbot performance, and identify automation opportunities.
Documentation & SOPs: Create FAQs, email templates, BRDs, and SOPs to streamline processes and communication.
Performance Tracking: Monitor customer complaints, resolution rates, quality, and team productivity.

Skills & Qualifications

Experience in customer support, customer experience, e-commerce operations, or team management.
Strong communication, problem-solving, and escalation-handling skills.
Knowledge of process improvement, team coordination, and performance metrics.
Familiarity with customer support tools, automation, and process documentation.

Skills: quality assurance processes,leadership,customer experience Click on Apply to know more.

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