In terms of functional roles, the team is involved in:
Customer Onboarding and handholding for the initial 3 months
Customer Support and Troubleshooting through multiple channels including phone, email, chatbots etc
Reporting, Tracking and MIS for enterprise clients
Bespoke process for large enterprise clients
Liaising with product and operations teams
Internal performance-driven activities including forecasting, client retention,
CSAT and NPS measurement and corrective actions

Experience Range:
3 - 5 years
Educational Qualifications:
Any graduation,
Job Responsibilities:
Monitor the team s performance and quality through dashboards
Bring the team to meet targets and report transparently achievements and miss out to the management on a regular basis.




Present data and conduct analysis in order to facilitate decision making at the team level.
Identify the training needs of the team members in order to perform better qualitatively and quantitatively. Conduct regular assessment and feedback sessions with team members individually and collectively.
Handle clients escalations by conducting RCA and provide accurate data in order to explain the issues with transparency. Come up with suggestions in order to fix the issues.
Monitor assigned Client health in order to anticipate drop in volumes, monitor

📌 Specialist Customer Success Mumbai
🏢 IDfy
📍 Mumbai