Customer Support Head

Role & Responsibilities: Benchmark the customer satisfaction score of our product vis-à-vis the industry to identify areas of improvements and bucket them into technical and non-technical improvements
Identify various ways, channels and to gather customer feedback and customer insights on a periodic basis across various Customer Journey touchpoints.
Develop a plan/roadmap with respect to improving the CSAT
Create detailed FAQs for standard and known questions / issues to ensure quick and hassle-free resolution. Create customer profile identification methodology and create FAQs for different customer profiles. Ensure accurate records and documents are kept for customer service actions and discussions.
Develop and implement service procedures, policies and standards for query resolution, problem-solving process, escalation process and ensure adherence to the same. Develop & implement separate service procedures, policies & standards for high value player management.
Develop mechanism to assess and report the quality of support provided by team members on call, chat or email.
Set a process to segment user complaints and feedbacks and further communication of the same to respective internal teams.
Monitor & ensure uptime of all software & hardware such as IVR, Hotline, VOIP, CRM, etc. used by the team to effectively provide service. Raise red flags and solve issues along with the Infrastructure Manager.
Work closely with the product team and software vendor partners to automate customer-experience/customer-service workflows that lead to providing the fastest support and the most delightful experience to customers at the lowest possible cost (Ex: Chatbot, Response Automations, Service Customizations).
Identify product and process issues from ease of user understanding point of view and suggest solutions for the same. Create a plan along with the retention & acquisition teams to implement the solutions.
Continuous co-ordination and collaboration with other teams (Withdrawal, Customer Support, Marketing and Product) to be abreast of the latest offerings, promotions, and technical deployments.
Set systems, trackers and SOPs to streamline the key performance parameters of the department, define the review frequency and drive course correction, consult and seek management guidance as an when required
Plan and monitor weekly team roster to ensure sufficient resources are available to maintain quality Customer Support
Stay updated and informed about competitor movements, strategy, offers, product changes and ground activities to ensure timely collaboration with the Marketing & Retention teams to counter and avoid loss of customers
Continuously benchmark tools being used and plan necessary transitions as an when needed
Prepare Annual Budgeting for the department along with key initiatives planned for the upcoming Financial Year
Identify resources within the team for execution deployment by setting clear objectives and targets (team KPI’s)
Explore all avenues possible to improve the Customer Satisfaction Score and achieve the overall role objective