Design and implement a robust incident management process in the organisation
Contribute in establishing best practices in the organisation for improving customer satisfaction
Establish processes to improve customer experience in an incremental manner using data-driven approach
Drive RCAs and follow-up with stakeholders in closing the action items
Define Ticket severity framework and SLA structure
Manage customers in case of escalations and critical outages
Collaborate and coordinate with internal teams to resolve customer escalations
Develop automation mindset in the team to reduce toil in the team
Develop a robust understanding of different LendingKart products and customer support processes
Create an effective bug tracking and reporting mechanism and present to different stakeholders

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📌 Technical Support Manager Bengaluru (India)
🏢 Lendingkart
📍 India