Manager | Customer Care

Manager - Customer Care On-site – Mumbai / Dream11 – Customer Success / Full-time Apply for this job Customer Success @Dream11 To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 130 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

Your Role:
• Take ownership of customers' issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Keep ahead of the industry’s developments and apply best practices to areas of improvement
Qualifiers:
• 5+ years of experience as a team leader in customer care operations.
• Familiarity with CRM systems and practices(Zendesk, Freshdesk, Salesforce etc.)
• Proven email and calling support experience or experience as a client service representative
• Worked as a shift/floor supervisor in an SME capacity
• Flexible in working across shifts
• Experience in a tech product organization

Dream Sports is India’s leading sports technology company with 150 million users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform, Dream Capital, a CVC and M&A arm, DreamSetGo, a sports experiences platform and DreamPay, a payment solutions provider. Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ mission is to ‘Make Sports Better’ for fans through the confluence of sports and technology. For more information: https://dreamsports.group/
Dream11 is the world’s largest fantasy sports platform with 130 million+ users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers. Apply for this job