- 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, manageescalations, 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
📌 Customer Success Manager (Sonipat)
🏢 MACOM
📍 Sonipat