Manager - Customer Experience

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.

Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

About the role

As a Manager - Customer Experience, he/she would be responsible for leading a high performance team of customer support representatives and drive customer retention, reduce churn and increase customer satisfaction. This role will be based out of Bangalore.

Responsibilities

• Champion opportunities to consistently improve customer experience at Zeta for its clients.
• Drive customer retention, reduce churn and increase customer satisfaction.
• Map customer journey, identify opportunities to proactively intervene on client’s behalf.
• Build and manage a team of L1’s leading a team of zealous customer champions .
• Guide the team for client issues resolution and handle any escalations by putting in place effective processes. 
• Set /drive achievable targets and create milestone checkpoints 
• Offer the best in class service, through objective OKR’s and effective goal setting. 
• Continually review and evolve processes, oversee and organize every interaction between the customer throughout the lifecycle.
• Develop and manage the Customer Support team that thrives on the ideals of a GPTW organisation 
• Imbibe the culture and values of the organisation
• Ensure all CS agent metrics are met through effective handling of teams and processes.
•  Stakeholder management - Internal and External 
• Meet CSat, NPS goals, Customer retention and repeatability targets 
• First time right, Speed of response, efficacy of response 
• Attrition%, Sufficient bench via backfills, working within budgeted AOP nos

Skills

• Managed a diverse team of at least 4-5 direct reports and a team size of 100+ 
• Worked with external service providers for outsourcing services 
• Adept using CRM tools, telephony systems, WFM systems and planning 
• Created employee development plans either directly or via HR teams 
• Preparing performance reports and presenting to leadership 
• Data driven and hands-on approach 
• Excellent communication, presentation and interpersonal skills 

Experience and Qualifications

• Graduate from a reputed university, Post graduation will be a preferred added qualification 
• 7-9 years work experience in a customer service org, last 3 years leading a team

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success