Assistant Manager

Key responsibilities include:

● Ensuring the harmonization of customer issue handling across various touchpoints.

● Conducting in-depth root cause analysis and fact-based investigations of customer issues.

● Collaborating and coordinating with internal teams (Product, Tech, Operations, etc.), external stakeholders to develop/ implement effective resolution strategies and provide inputs for corrective and preventative actions.

● Analyzing end-user feedback and customer interaction data to provide strategic insights to management on product and process enhancements.

● Managing and resolving the highest level of customer escalations.

This is a critical role focused on driving systemic improvements and providing strategic direction based on customer feedback.