- About the Opportunity

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 current 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 identify the root cause of issues and implement long-term solutions.
- Process Improvement: Ability to simplify workflows, reduce repetitive tasks, and improve operational efficiency.
- Escalation Management: Ability to handle sensitive complaints and complex customer or operational issues.
- Cross-Functional Coordination: Strong collaboration skills to work with warehouse, supply chain, product, and other teams.
- Quality Assurance: Attention to detail and the ability to maintain high standards of product and listing accuracy.
- System Testing &
- Automation: Understanding of system testing, bug reporting, chatbot optimization, and automation.
- Documentation Skills: Ability to prepare BRDs, SOPs, FAQs, and customer communication templates.
- Training &
- Communication: Strong communication skills and the ability to train team members on systems and processes.
- Data-Driven Decision-Making: Ability to monitor performance metrics, identify trends, and use data to improve results.
- Preferred Experience in customer experience, customer support operations, e-commerce operations, quality assurance, or team management.

Skills: quality assurance processes,leadership,customer experience

📌 Associate Manager - Customer Experience & Engagement (Ahmedabad)
🏢 Smytten
📍 Ahmedabad