Customer Support Operations Manager

About the Team

The Meesho AI Services team is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations. In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If you’re passionate about AI, building strong partnerships, and creating impactful change, this is the team for you!

About the Role

Under administrative direction, the Customer Support Operations Manager plans, organizes, and directs the operations of customer support services, ensuring effective collaboration with call center and BPO partners. This role serves as the primary point of contact (POC) for these partners, overseeing daily operations and enhancing service delivery.

What you will do

• Liaison Management: Act as the main point of contact for call center and BPO partners, facilitating communication and ensuring alignment on operational goals
• Operational Oversight: Manage day-to-day operations of customer support services, ensuring optimal staffing levels and efficient workflow processes
• Performance Monitoring: Analyze performance metrics and call trends to identify areas for improvement; develop strategies to enhance service quality and customer satisfaction
• Training and Development: Supervise, train, and evaluate the performance of customer support staff; establish performance requirements and personal development targets
• Escalation Management: Handle escalated customer complaints and complex issues, ensuring timely resolution and maintaining high service standards
• Process Improvement: Collaborate with internal teams to develop and implement best practices for customer support operations; recommend system enhancements as needed
• Reporting: Prepare regular reports on operational performance, customer feedback, and service quality metrics for senior management review
• Cross-Functional Collaboration: Work closely with sales, product management, and technical teams to ensure seamless service delivery and address customer needs effectively

What you will need

• Proven experience working with BPO partners and managing large-scale operations
• Demonstrated expertise in performance monitoring, workforce planning, and process improvement
• Strong communication, presentation, and negotiation skills
• Ability to work with enterprise and SMB clients

Company Overview

Meesho is a leading e-commerce platform that connects millions of sellers with buyers across India. Sellers on Meesho list their products and generate revenue through orders on the platform. Meesho does not charge commission on these sales. Meesho generates revenue primarily through ads on the platform where sellers advertise their catalogs and pay per click. We are the largest platform catering to the needs of the Bharat consumers across consumer retail. 

Building AI Services:

We are an organisation that continuously strives to THING BIG. And hence, we are now building an AI services business - with the first product being AI enabled voice solutions for customer support and sales. We believe this is an opportunity for us to build our own AWS equivalent business for the long term.

AI services aligns with our Think 10X, Think Longterm Mantra - a large industry, in the disruption category and in the beginning of the evolution cycle. AI services aligns with our strength of building best-in-class tech products with one of the best AI / data sciences teams in India, has high synergies with the AI products that we will build for the core marketplace - providing us with a high right to play and a great right to win.

The founders have extremely high conviction on AI changing the “Future of Work” market - and therefore it becomes THE multi-decade opportunity.

About us 

Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.

Our Mission

Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.

Culture and Total Rewards

Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles. 

We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.

Know more about Meesho here : https://www.meesho.io/