• About the Prospect

We are seeking a professional to manage customer experience, improve operational processes, handle complex customer issues, and lead a team. This role is critical for ensuring customer satisfaction, maintaining quality standards, and driving efficiency through technology and automation across cross-functional teams.

• Role & Responsibilities
• Customer Communication: Create FAQs, email templates, and self-help content to provide clear, consistent, and personalized customer support.
• Process Improvement: Work with supply chain, warehouse, and other teams to identify root causes of order-related issues and reduce customer complaints.
• Quality Management: Conduct quality checks for products and product listings before launch to ensure accuracy and maintain customer trust.
• Customer Experience Improvement: Reduce customer queries by improving processes, resolving issues quickly, and increasing First Contact Resolution (FCR).
• Team Management: Lead and guide a team of 8 direct reports and manage workforce planning for approximately 25 employees,



including hiring, scheduling, performance, and employee development.
• Escalation Management: Handle complex customer complaints, application reviews, social media escalations, and critical operational issues.
• System Improvement & Automation: Test systems and new features, report bugs, prepare Business Requirement Documents (BRDs), and suggest product improvements to reduce manual work and optimize chatbot performance.
• Training & SOP Development: Train team members on systems and processes, ensure they are fully trained within 15 days, and develop Standard Operating Procedures (SOPs) to improve coordination between teams.
• Skills & Qualifications
• Customer Experience Management: Ability to improve customer satisfaction and resolve customer issues effectively.
• Team Leadership: Experience managing teams, workforce planning, performance, and employee development.
• Problem-Solving: Ability to id

📌 Associate Manager (Ahmedabad)
🏢 Smytten
📍 Ahmedabad