Customer Service / Tech Support Jobs - Mumbai - Exam18
Job Description
Who are we looking for?
We strongly believe in building a culture of smart team who bring together qualities such as empathy, intuitiveness, creativity, generosity, passion and who loves to be a lifelong learner.
Role Description:
As the Customer Experience Manager at Exam18, you will play a vital role in growing and leading our in-house team and capabilities in order to provide the best possible customer support and user experience. You will be responsible for discovering and defining team issues, monitoring success metrics, implementing solutions, and following up on feedback.
Responsibilities:
- Help manage and scale our small customer experience team
- Ensure timely, accurate, and culturally-consistent solutions to incoming customer questions
- Oversee metrics-based goals, strategy, and results in delivery
- Work closely with product, community, marketing teams to communicate trends amongst Exam18 users
- Be an expert in our products, services, processes, and tools
Qualities of successful candidates
- Believes in our mission to empower teachers
- Empowers others to do their work better
- Balances an understanding of risk with the realities of and opportunities that arise in building a company
- Able and willing to work on a wide variety of matters at all levels
- Strong interpersonal and team skills and ability to work with our community
Qualifications:
- 3-5 years of relevant experience; experience leading a team is a must
- Demonstrated analytical, strategic, and leadership capabilities with the ability to thrive in a fast-paced, entrepreneurial environment
- Experienced motivator who knows how to encourage, manage, and lead team members
- Creative problem-solver willing and able to do whatever it takes to quickly and efficiently give a user a great experience
- Proficient in English, Hindi, and one regional language
- Knowledge and experience with Customer Support Platforms (Phone, Email, LiveChat)
- Must have at least a Bachelors degree in Arts, Commerce or Science
Compensation: Depends on Experience
Job Particulars
About Company
What do we do?
Exam18 is a community of teachers and other expert educators who come together to share their work, their knowledge and their experience with students to help them prepare well for their exams. We are the first and largest open marketplace in India where teachers share, sell original educational resources to students and other teachers. Our community brings immediate access to a world of expertise and offers educators more time to focus on students and teaching.
Why do we do it?
We think teachers spend tremendous time and resources to develop study materials which go underutilized and we can bring these to students who are looking for new ways to prepare and score well in their exams. It’s a win-win for both teachers and students!