Assistant Manager - Customer Care (Retail)

Job Description:

About the Role: We are seeking a dynamic and experienced Customer Support Manager to lead our customer support team. The ideal candidate will have a proven track record in managing large-scale customer support operations and a deep understanding of customer service best practices. This role requires a strong analytical mindset to identify trends, optimize processes, and drive continuous improvement.

Key Responsibilities:

• Team Leadership:
• Recruit, hire, and onboard a high-performing team of customer support agents.
• Provide ongoing training and development to ensure team members are equipped with the necessary skills and knowledge.
• Foster a positive and supportive team culture that prioritizes customer satisfaction.
• Monitor team performance metrics and implement strategies to improve KPIs.
• Customer Experience:
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and complaints to identify trends and areas for improvement.
• Collaborate with cross-functional teams to resolve complex customer issues and implement long-term solutions.
• Monitor social media channels and online review platforms to address customer concerns promptly and professionally.
• Operational Excellence:
• Oversee day-to-day operations of the customer support team, including call center, email, and chat support.
• Optimize support processes and workflows to improve efficiency and reduce response times.
• Implement quality assurance measures to ensure consistent delivery of excellent customer service.
• Utilize analytics tools to track key metrics and identify opportunities for process optimization.
• Strategic Planning:
• Develop and execute long-term customer support strategies aligned with the company's overall business objectives.
• Collaborate with product and engineering teams to improve product features and user experience based on customer feedback.
• Stay up-to-date with industry trends and best practices in customer support.

 Qualifications and Skills:

• Bachelor's degree in business administration, communications, or a related field.
• 5+ years of experience in customer support management, preferably in the food delivery industry.
• Proven track record in building and leading high-performing customer support teams.
• Strong analytical skills and the ability to interpret data to drive decision-making.
• Excellent communication and interpersonal skills, both written and verbal.
• Proficiency in customer service software and CRM tools.
• Experience with analytics tools like Google Analytics or similar.
• Strong problem-solving and decision-making skills.
• Ability to work under pressure and meet tight deadlines.

Additional Considerations:

• Experience with food delivery or e-commerce: Candidates with experience in the food delivery industry will be preferred.
• Analytical mindset: A strong analytical mindset is essential for identifying trends, optimizing processes, and improving customer satisfaction.
• Data-driven approach: Experience with data analysis and the ability to use data to inform decision-making is highly valued.
• Customer empathy: A deep understanding of customer needs and the ability to empathize with their concerns is crucial.

Working Days: 5 days

Working Hours/Shift – 9 hours (US work Shift Pattern), mix of WFO and WFH. The working hours may get extended due to nature of the business.

The employee must be willing to work at a location in a small-to-mid-sized office setting, plus attend client conferences and meetings that may or may not be held during the workday. Travel to other Quatrro locations or client offices may be necessary, as well as physical presence at company meetings with other offices throughout