Customer Support Lead | Work from Office

Role: Customer Support Lead (Customer Support, Platform Admin, Dispute Resolution) Role qualifiers: Role type: Full-time employee with 3 months probation. Payment type: Monthly Salary. Work location: Kochi. WFH initially; Move to full-time Office work after 2-3 months. Key Responsibilities of the position: - Develop & establish structured process for Customer Support. - Hire & establish a Customer Support team. - Train & deploy the Customer Support team. - Manage Customer Support Agents - Shifts, Work allocations. - Perform Platform Administration function (Review/ approve KYCs, etc). - Develop & establish a structured process for Dispute Resolution. - Train & deploy the Dispute Resolution team. - Weekly reporting on Customer Support performance, Dispute resolution performance, Platform Admin performance, Risks & Help needed. - Attend & contribute at GigsBoard In-person & Virtual Events - On a quarterly basis, propose Product Enhancements, based on inputs received via the CS team. Education: - MBA Operations/ HR/ Entrepreneurship from Tier-3 Business school. Key Skills & Experience: - Industry Experience: 3-4 years in Customer Support function in IT Services/ IT-enabled Services. - At least 1 year as Team Lead in Customer Support function.