Address- Astrotalk is the largest company in the field of Astrology, connecting customers with real astrologers. The company was founded in 2017 by a nonbeliever who was shocked by an astrologer's accurate prediction of his life.. Today, Astrotalk is one of the fastest-growing bootstrapped startups and has served over 30 million customers. Astrotalk guarantees customer satisfaction
- This is a full-time on-site role located in Noida for a Customer Success Manager.
- As a Customer Success Manager, you will play a crucial role in ensuring the highest levels of customer satisfaction by leading and managing our support team. This position requires a combination of leadership skills, technical knowledge, and a commitment to delivering exceptional customer service..
- Responsibilities:. Team Leadership:. Lead, mentor, and manage a team of customer support representatives.. Set performance goals and ensure the team meets or exceeds customer service targets
- Customer Issue Resolution:. Oversee the resolution of customer inquiries, issues, and escalations in a timely and effective manner
- Work closely with the support team to provide solutions and ensure customer satisfaction..
- Process Improvement:. Continuously evaluate and improve customer support processes to enhance efficiency and service quality.. Implement best practices for issue resolution and customer communication.
- Training and Development:. Conduct training sessions for support team members on product knowledge, communication skills, and customer service best practices.. Foster a culture of continuous learning and development within the team.
- Performance Analysis:. Monitor and analyze customer support metrics to identify trends and areas for improvement.
- Generate regular reports on team performance and customer feedback.. Customer Advocacy:. Identify opportunities to turn satisfied customers into advocates for the company's products/services.. Encourage and collect customer testimonials and feedback.
- Collaboration:. Work closely with cross-functional teams, including product development and sales, to communicate customer needs and drive product improvements
- QUALIFICATIONS:. Proven experience in a customer support leadership role.. Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and derive insights for process improvement.
- Results-oriented with a commitment to delivering exceptional customer service.
- Experience working in a startup or fast-paced environment.
