Requirements

Experience leading customer support teams, Ability to manage daily support operations and SLAs, Strategic planning for service expansion, Data analysis and metric reporting skills, Budget management experience, Team leadership and coaching skills

Skills

Operations

About the role

Responsibilities

Lead and supervise all teams dedicated to providing frontline customer support
Maintain daily customer support operations, ensuring workflow efficiency and adherence to policies and regulatory guidelines
Develop a strategic vision for expanding service offerings across channels and implementing innovative tactics
Execute excellent day-to-day performance across phone and email support channels to meet SLAs and quality levels
Review and analyze customer experience metrics and business trends to identify and troubleshoot issues
Represent the voice of the customer company-wide by tracking and analyzing feedback trends
Assess and report department budget plans to the VP of Operations
Coordinate with People Acquisition to recruit for vacant positions within the department
Lead and manage teams through communication, empowerment, reward, and coaching
Maintain close working relationships with functional teams and external vendors

About the Company

Amartha is a fintech company focused on providing financial services and empowering underserved communities.

Head of Customer Experience