Customer Success Executive/ Senior Executive/ Lead

The Customer Success Executive/ Senior Executive/ Lead will be responsible for establishing and leading our customer service operations. This role involves creating the customer service workflow, standard operating procedures (SOPs), and a comprehensive handbook from scratch.

The ideal candidate will also develop and populate a detailed FAQ section to streamline operations within the Business Unit (BU).

Personal Attributes:

• High level of empathy and patience when dealing with customers.
• Strong work ethic and commitment to providing exceptional customer service.
• Adaptability to a fast-paced, dynamic startup environment.
• Proactive and results-oriented mindset.
• Ability to foster a positive team culture and motivate team members.

Key Responsibilities:

• Develop Customer Service Infrastructure: Design and implement the customer service workflow, ensuring efficiency and scalability.
• Create SOPs and Handbook: Draft and maintain standard operating procedures and a comprehensive customer service handbook to guide the team.
• Populate FAQs: Develop and maintain a detailed FAQ section to address common customer inquiries and ease operational workflow.
• Team Leadership: Hire, train, and manage a team of customer service representatives, fostering a positive and productive work environment.
• Monitor Performance: Establish and track key performance indicators (KPIs) to ensure the team meets and exceeds customer service goals.
• Customer Support: Provide high-quality customer support through various channels, including email, chat, and social media, ensuring timely and effective resolution of customer issues.
• Feedback Loop: Establish a feedback loop with the product development team to relay customer insights and suggest improvements to enhance the user experience.
• Continuous Improvement: Continuously assess and improve customer service processes, incorporating feedback and best practices.
• Collaboration: Work closely with other departments to ensure a seamless customer experience and align on company goals and initiatives.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions to build a robust knowledge base.
• Crisis Management: Handle escalated customer issues and crises with professionalism and empathy, ensuring a positive outcome.
• Reporting: Prepare regular reports on customer service performance and present findings to senior management.

Qualifications:

Education: Diploma/ Bachelor’s Degree in Business, Communications, or a related field preferred.

Experience: Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a leadership position.

Skills:

• Strong leadership and team management skills.
• Excellent bilingual written and verbal communication skills.
• Proficiency in using customer service software and CRM systems.
• Ability to create detailed SOPs and handbooks.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and handle multiple tasks simultaneously.
• Experience with dating apps or consumer-based/ ecommerce app is a plus.
• Experience with call centre environment,able to handle high level of stress/rejections is a plus.
• Able to work fast pace and in a startup environment is a plus.