JOB DESCRIPTION

Title: Customer Experience Lead

Location: Bangalore [Onsite] R&D Office and Experience Center

About River:

River is an electric vehicle startup building multi-utility scooters. The company builds products ground up with a strong focus on design and engineering. Currently, the company is in the expansion stage with our factory being set up and getting ready for our vehicle delivery in August. River is a fast growing company with a team of 200+ right now and is backed by marquee international investors - these are mobility focused funds backed by some of the big names in the automotive industry.

Key Responsibilities:

• Establish and Lead Customer Service Operations
• Manage customer service call centers and lead a robust customer service department for River.
• Develop strategies that optimize average call handling time, ensuring efficient and effective customer interactions across channels, including email, chats, and other communication platforms.
• Demonstrate strong leadership skills by recruiting, training, and managing a high-performing customer service team capable of handling diverse communication channels.
• Foster a positive and collaborative work environment, emphasizing efficiency in handling emails, chats, and other channels, while managing varying call volumes.
• Evaluate existing customer service processes, focusing on average call handling time and optimizing response times for email and chat communications.
• Implement streamlined and efficient procedures to enhance customer satisfaction across all communication channels.
• Develop and maintain a customer-centric culture within the customer service team, ensuring a focus on reducing average call handling time without compromising service quality across various communication channels.
• Implement feedback mechanisms to continuously improve service quality and decrease response times for emails and chats through proactive problem resolution.
• Utilize data analytics to monitor key performance indicators, track customer service metrics, and generate insightful reports for management.
• Analyze trends in response times for emails and chats, identify patterns in communication channels, and make data-driven decisions to optimize processes and enhance overall customer satisfaction.

Ideal Candidate:

• 8-10 years of experience in progressively responsible roles within customer service call centers.
• Demonstrated experience in building and leading successful customer service teams from the ground up.
• Exceptional communication and interpersonal skills.
• Strong analytical abilities and proficiency in data-driven decision-making.
• Deep understanding of electric vehicles or the automotive industry is a plus.