Customer Service / Experience Lead at Renda Limited

Job Description

• We are looking for a Customer Service/Experience Lead to champion the end-to-end customer experience and support functions for SCALE.
• This role will oversee service channels, drive customer satisfaction, lead support agents, and implement strategies that enhance retention and loyalty.

Key Responsibilities
Customer Service Management:

• Lead the customer service function across phone, email, and in-app support channels.
• Ensure timely, professional, and empathetic responses to customer inquiries.
• Monitor team performance and coach agents to meet service level expectations.

Customer Journey & Experience Design:

• Map, evaluate, and enhance the customer journey for B2C and B2B users.
• Identify friction points and implement improvements for smoother onboarding and service experiences.
• Collaborate with product and operations teams to deliver customer-first solutions.

Escalations & Issue Resolution:

• Act as the point of escalation for unresolved or complex customer complaints.
• Maintain escalation logs and ensure SLA-compliant resolution timelines.
• Proactively identify and address recurring customer issues.

Engagement & Retention Initiatives:

• Develop initiatives to reduce churn and increase repeat service usage.
• Oversee feedback collection (surveys, interviews, app reviews) and convert insights into action plans.
• Drive customer loyalty through consistent value delivery and support excellence.

Reporting & Performance Tracking:

• Set and monitor KPIs such as CSAT, NPS, first response time, and resolution rate.
• Generate weekly and monthly reports with insights to inform strategy and leadership decisions.

Key Qualifications & Requirements

• Bachelor’s Degree in Business, Communications, or related discipline.
• 5 years of experience in customer service or customer experience roles, preferably in tech or logistics.
• Proven ability to lead and motivate a support team.
• Strong communication and conflict resolution skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Freshdesk, HubSpot).
• Data-driven mindset with the ability to analyze customer trends and drive improvements.
• Excellent negotiation, communication, and stakeholder management skills.