* Job Title
Manager: Customer Support Automation
* Location
Mumbai
* Work type
Full Time
* Job Summary
* About the team (Word limit - 500 words advisable)
We are seeking a highly motivated and results-driven Manager: Customer Service Automation to lead our initiatives in transforming customer interactions through cutting-edge Machine Learning (ML) and Artificial Intelligence (AI) technologies. This role is pivotal in enhancing the customer experience, improving operational efficiency, and driving innovation within our Customer Service department. The ideal candidate possesses a solid blend of customer service acumen, technical understanding, and project leadership skills.
The JioHotstar Customer support team dedicates itself into creating innumerable/countless customer experiences that can only be described as benchmark/testimony for excellence in customer support by any brand. We take great pleasure and pride in making every user interaction so incredible that it makes our customer feel tizzy before bouncing back to reality.
Our goal is to be one of the most admired and successful brand support stories in the world; and that’s a challenge we take very seriously.
To be able to effectively address an issue, we always put ourselves in our customer’s shoes and ask ourselves “is this support we wish we got everywhere else?” If the answer to that is a resounding Yes We
are on course towards our set goal.
With the growing need of the business, we are looking at adding people who are “keen problem solvers” at the outset, have unique ability to “think on their feet”, are “self-starters who are comfortable taking the
initiative” and are “relentless in their pursuit of ways and means to support better”.
Reporting To
Senior Manager – Customer Support
* Key Responsibilities
- Strategy & Vision: Develop and execute the strategy for automating customer service interactions, identifying high-impact areas for ML/AI application (e.g., chatbots, virtual assistants, automated ro