Customer Support Lead at PackaGo App Limited

The Customer Service Lead will drive automation initiatives to help contain and resolve customer queries quickly and efficiently, whilst delivering a best-in-class customer experience. Working with our Operations, Product, and sales team, you will look to identify, define, and deliver in-life improvements to our customer care channels, as well as other automation opportunities. This team operates 12 hours/6 days per week.

What you’ll be doing

• Planning and driving quarterly initiatives to enhance the overall automation experiences for our consumers, riders, and restaurants, whilst maintaining the backlog and prioritizing according to business value.
• Managing a team of automation analysts and working with them to define and progress OKRs aligned to departmental strategy, and understanding our customer contact reasons, intents, and flows to help build, test, and optimize conversational design at both a process and content level.
• Identifying areas of opportunity to implement further automation to drive operational efficiencies, cost savings, and an improved customer experience measured through NPS.
• Providing trend analysis and making strategic recommendations.
• Understanding business requirements and translating them into conversational flows to meet customers’ needs while following our tone of voice guidelines.
• Reporting on self-service performance and user intents to identify growth and development opportunities.
• Overseeing translations to ensure our conversational automation is always localized.
• Resolve issues on Pick up & drop off and manually assign critical orders from the backend to pilot

• Drive a results-oriented culture focusing strongly on driving sales and servicing excellence
• Champion the role of compliance in on-demand delivery and implement best in class methods

Requirement:

• An excellent understanding of the customer contact or contact center operations space.
• Experience working in a customer support environment or having administered customer service/support systems, e.g., Zendesk, chatbot, or IVR.
• Effective presentation and communications skills.
• Top-notch supervisory and conflict resolution skills.
• Ability to develop and motivate team members to be top performers
• A keen interest in emerging trends and technologies, particularly in self-service and automation.
• Technical background with experience in tech.
• Proven experience of working on a global scale or in complex, fast-paced environments with an element of ambiguity.
• Must live on the island

Person Attributes:

• Proven customer service ethic and commitment to providing quality service.
• Friendly, composed, patient, and resilient nature
• Confidence leading, interacting, and communicating with a diverse range of people
• Highly effective communication and questioning skills.
• Culturally aware, diplomatic, and tactful.
• Mature, calm, self-motivated, and adaptable.
• Pro-active attitude - look for solutions and positive outcomes.
• Well organized, reliable, and consistently accurate.