About Zeta
Zeta is aNext-Gen Banking Techcompany that empowers banks and fintechs to launch banking products for the future. It was founded byBhavin Turakhiaand Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over1700+employees - with over70%roles in R&D - across locations in theUS,EMEA, andAsia. We raised$280 millionat a$1.5 billionvaluation from Softbank, Mastercard, and other investors in 2021.
Learn more @www.zeta.tech,careers.zeta.tech,Linkedin,Twitter
About the role
As a Manager - Customer Experience, he/she would be responsible for leading a high performance team of customer support representatives and drive customer retention, reduce churn and increase customer satisfaction. This role will be based out of Bangalore.
Responsibilities
Champion opportunities to consistently improve customer experience at Zeta for its clients.
Drive customer retention, reduce churn and increase customer satisfaction.
Map customer journey, identify opportunities to proactively intervene on client's behalf.
Build and manage a team of L1's leading a team of zealous customer champions .
Guide the team for client issues resolution and handle any escalations by putting in place effective processes.
Set /drive achievable targets and create milestone checkpoints
Offer the best in class service, through objective OKR's and effective goal setting.
Continually review and evolve processes, oversee and organize every interaction between the customer throughout the lifecycle.
Develop and manage the Customer Support team that thrives on the ideals of a GPTW organisation
Imbibe the culture and values of the organisation
Ensure all CS agent metrics are met through effective handling of teams and processes.
Stakeholder management - Internal and External
Meet CSat, NPS goals, Customer retention and repeatability targets
First time right, Speed of response, efficacy of response
Attrition%, Sufficient bench via backfills, working within budgeted AOP nos
Skills
Managed a diverse team of at least 4-5 direct reports and a team size of 100+
Worked with external service providers for outsourcing services
Adept using CRM tools, telephony systems, WFM systems and planning
Created employee development plans either directly or via HR teams
Preparing performance reports and presenting to leadership
Data driven and hands-on approach
Excellent communication, presentation and interpersonal skills
Experience and Qualifications
Graduate from a reputed university, Post graduation will be a preferred added qualification
7-9 years work experience in a customer service org, last 3 years leading a team
Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success