Astrotalk is Hiring Customer Success Manager

 

About the job

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.

Role Description

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 & Skills

• 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
• Working Location - Noida

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