ByLocation: Bangalore, Karnataka | Fulfilment & Experience
About the Team
Being part of Meesho’s Fulfillment and Experience (F&E) team as an Assistant Manager will zip you to the cockpit of our ever-burgeoning rocketship. You’ll shape the experience of Bharat’s next billion e-commerce users.
We’re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the support system and ensuring the user’s experience is at its best in the industry.
We focus on personal growth and fun at work just as much as we do on working hard. That is why we have regular 1-1s virtual meetings, fun-filled monthly all-team catch-ups, and timely rewards and recognitions.
About the Role
As an Assistant Manager of Customer Support Operations (Non Voice), you’ll work with Contact Center teams across the country (both in-house and outsourced). You’ll build and monitor frameworks that manage the day-to-day activities of customer care services provided to Meesho Users, specializing in managing ticket/email/chat support.
You’ll drive daily operations, review performance, and collaborate with operations teams to ensure accountability towards the issues and responsibilities. Additionally, you’ll contribute to excellent leadership, organizational, problem-solving, process optimization, and communication within the team.
What You Will Do
- Consult with business partners and stakeholders across India to determine the most effective monitoring strategy.
- Identify gaps in expected levels of performance.
- Plan manpower to cater to incoming ticket volume.
- Track and monitor performance towards key metrics (e.g., CSAT, FRT, SLA, Tickets Aging).
- Implement improvement strategies and track them until the set goals are met.
- Schedule and oversee governance meetings with all partners on performance, process, and quality metrics review.
- Provide regular and timely updates along with tracking action plans.
- Coordinate with relevant teams to solve problems faced by outsourced partners and end customers.
- Perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
- Manage reporting, MIS, tracking, and database management of all LMS-related activities.
- Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals.
- Monitor activities performed by the team and direct individuals in case of any discrepancies.
- Set up expectations with the team and drive team KPIs along with your individual targets.
- Oversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teams.
What You Will Need
- Bachelor’s degree in any discipline.
- Minimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO).
- Knowledge of contact centre metrics.
- Knowledge of Ticketing Tools/CRMs (e.g., Freshdesk, Zendesk, Kapture, etc.).
- Knowledge of Excel, Google Sheets, and Slides.
- Experience in managing large and diverse teams across multiple sites in a fast-paced environment.
- Proven ability to deal with rapid change and ambiguity.
- Proven track record of defining and driving initiatives with minimal supervision.
- Expertise in multi-front stakeholder management.
- Flexible to work on weekends and holidays with complete ownership of the process.
How to Apply: Meesho is Hiring Assistant Manager – Customer Support Ops
