Assistant Manager – Escalations

Being part of Meesho’s Fulfillment and Experience (F&E) team as Assistant Manager role will zip you to the cockpit of our ever-burgeoning rocketship. And you’ll shape the experience of Bharat’s next billion e-commerce users. We’re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics. At Meesho, we’re trying to do what’s never been done before – herald e-commerce into the tier-2, tier-3 cities of India. Our team’s role in this ambitious mission is to completely reimagine logistics from the ground up. This means a host of “zero-to-one” projects (takers, anyone?) to build a supply chain that reimagines e-commerce, not just in India but globally. We focus on personal growth and fun at work just as much as we do on working hard. That is why, we have regular 1-1s meetings, fun-filled monthly all-team catch-ups, and timely rewards and recognitions.

About The Role

As an Assistant Manager- Escalation, you will drive the social media escalations across different online platforms and higher management. You will ensure the team identifies the right triggers for escalation, troubleshoots problems accurately, and is able to come up with the right solutions to close loop the escalations with TAT and also work on reducing future escalations. You will also play a key role in managing our in-house and outsourced teams’ performances in handling customer contacts. You will build robust governance mechanisms for us to manage escalations and social media contacts. You will also brainstorm ways to develop and monitor corrective measures.

What You Will Do

• Lead a team of executives and team leads to ensure timely and accurate analysis on social media and higher management escalations and close loop them within predefined TAT.
• Solving/answering seller and customer issues, complaints, questions/queries in close coordination with the other departments.
• Monitor processes, identify areas of improvement and build frameworks to improve key metrics such as EPMO/EPMT along with satisfaction score of escalations.
• Work with partner and in-house teams to define key metrics to measure agent performance and strategize plan of action to minimize errors and defects through corrective actions.
• Support other business units and management in conducting process related checks/audits and drive improvements. Design robust review mechanism for all vendors

What You Will Need

• 2-5 yrs of hands-on experience in customer support industry
• Strong understanding of social media platforms and their role in customer service escalation management.
• Data visualization abilities and understanding of support metrics
• Knowledge of basic quality assurance tools and methodologies
• Ample experience in implementing corrective/preventive measures
• QMS/Customer support Operations certification will be an added advantage
• Minimum of 3 yrs experience as Team Leader or 1 year as an Assistant manager
• Proven record of having worked or root-cause fixing than fixing symptoms
• Proven ability to take a structured, solution-oriented approach to solve problems