Customer Service/Experience Lead at Renda Limited

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.