- Lead and manage the entire customer success function, ensuring a seamless and positive experience across all touchpoints - WhatsApp, calls, email, and social platforms.
- Build and mentor a high-performing customer support team, focusing on training, empathy, and quick problem resolution.
- Set up SOPs and service workflows to ensure consistent tone, response time, and accuracy in communication.
- Analyze customer feedback, complaint patterns, and retention data to identify root causes and improve overall experience.
- Collaborate with production, logistics, and marketing teams to resolve issues, manage escalations, and close feedback loops.
- Develop and implement customer loyalty and retention programs that turn one-time buyers into lifelong advocates.
- Track and report key metrics such as NPS, response time, churn rate, and repeat order ratio to measure team performance and customer health.