Corporate Planning & Management - Support Operations Lead - Customer Experience - Associate - Bengaluru
BengaluruFull-time5–9 yrsPosted 2 days ago
Senior customer support role at Candidate Experience site - Interim Campus Acquisition and CW in Bengaluru. Needs 5+ years.
About the role
Lead Procurement’s centralized customer support team of approximately 20 contingent workers distributed globally, serving internal and external customers through email, live chat, ServiceNow and AI-enabled channels. Shape a highperforming team, coordinate workforce coverage across regions and build partnerships across Procurement to ensure consistent service delivery and customer experience.
What you'll do
- Daily Operations & Service Management
- Lead daily operations for a global customer base, managing workforce planning, workload allocation, queue health, shift coverage and handoffs across time zones
- Manage SLAs, backlog, aging, escalations and service risks
- Act as the primary escalation point and subject-matter resource for support agents
- Coordinate operations across regions to maintain consistent service quality and customer experience across channels and shifts
What you need
- Chat support
- Customer service
- Escalation handling
- SOP writing
- Ticketing tools
- Problem solving
Good to have
- Accounts payable
- Root cause analysis
- ServiceNow