Associate Manager - Customer Experience & Engagement

Smytten; Ahmedabad District; On-site; INR 600,000 - 800,000; Full time

Job summary

Smytten is seeking a professional to manage customer experience, resolve escalations, improve operational processes, and coordinate with cross-functional teams to enhance customer satisfaction and operational efficiency.

You will handle complex complaints, review applications, and oversee process documentation, automation opportunities, and performance metrics to ensure high-quality service and swift, consistent responses.

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.

Responsibilities

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

Skills

Customer support experience

Customer experience management

E-commerce operations

Team management

Job description

• 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.

• 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