Somekeydeliverablesfortherolewill include
- KeyExperienceStrategy
Defineandimplement theGlobalvisionandstrategyforcustomersupportandoperationsthat will beutilisedbyourEMEA, APAC+Indian basedteams
BuildSOPstoensurequick resolution andconsistentexperiencesacrossall touchpoints
- TeamLeadership
Lead,mentor&scale aglobal teamto50+supportagents,teamleads, across EMEA& APAC. DefineKPIs,run regularperformancereviews, anddriveaccountability
- ProcessExcellence&Automation
Identifygapsin the support journeyandfixrootcauses Leveragetoolsandtechnology(e.g.,CRM, chatbots,IVR)forprocessautomation andefficiency
- EscalationManagement
Define+implement strongescalationSOPsandgovernanceforresolutionTATs Directlyhandlecritical issuesimpactingcustomertrustorrevenue
- Cross-functionalCollaboration
Work withour Global Tech, Marketing& Clinical teamstoresolvesystemicissues Support newlaunchesandinitiativeswith scalablecustomersupportframeworks
- Reporting&Insights
Drivedata-ledinsightstoreducecomplaint rates, improveCSAT/NPSasrequiredbut at a minimumon amonthlybasis
Publish dashboardsandweekly/monthlysupport reportstoseniorleadership
KeyRequirements
10+yearsofexperiencein customersupport, with atleast 3+yearsin aleadershiprole Experiencemanaginglargein-houseoroutsourcedcustomersupport teams StrongunderstandingofCRMtools(e.g., Hubspot,Zendesk, Salesforce) Backgroundin healthcaretech, e-commerce, orscribeservicesisaplus
Problem-solver, customer-obsessed, andhighlyexecution-driven