Others Head of Customer Experiences Jaipur - Full Time
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Head of Customer Experiences
Welcome to Thrillophilia ! 7 Million users come every month to plan their trips on Thrillophilia . We are your one stop solution to book your tours, activities, staycations and much more.

Responsibilities -

  • Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
  • Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage
  • Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
  • Help define a support process that will allow our support team to scale with the company
  • Closely align with other leaders in the organization and execute on OKR s (objectives and metrics) to measure the overall team s success
  • Help define and put in practice standard operating principles for the Support Team
  • Develop and execute on strategy for continuous improvement of our Support Team SLAs
  • Manage the interactions between Support, Sales, Operations and Development on customer issues/feedback
  • Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

Requirements -

  • Lead through example
  • Complete ownership of customer issues
  • Demonstrated success in leading teams and individual contributors
  • Experience in growing the team by participating in the recruiting process
  • Hands-on with excel and data-driven
  • Experienced in managing customer escalations across organizations
  • Strong sense of empathy for our customers
  • Ability to stay calm in a fast-paced, growing environment
  • Exceptional communicator

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