Customer Service Associate

We are seeking an experienced professional for this opening. About the Role - We’re looking for a proactive, solution-driven Customer Service Associate to lead and scale our customer support operations. - You will oversee all customer support channels (calls, chats, emails, WhatsApp), manage escalations, lead the support team, and implement service processes that enhance customer satisfaction. - This role is ideal for someone experienced in fast-paced environments such as food delivery, e-commerce, logistics, or tech platforms. Key Responsibilities: - Lead daily customer support operations - Manage escalations and complex complaints - Set KPIs and performance targets for the support team - Recruit, train, and coach customer service representatives - Develop SOPs for refunds, cancellations, and delivery issues - Track CSAT, response time, resolution time, and complaint rates - Coordinate with restaurant partners and riders to resolve service issues - Drive continuous process improvement and automation - Act as the main point of contact for our customers/partners, ensuring their experience with our app is positive and seamless. - You will be responsible for providing exceptional customer service and resolving inquiries and issues related to the product deliveries. Requirements: - Bachelor’s degree in business administration, Communications, or related field - 4 - 7 years’ experience in customer service operations - Experience in food delivery, e-commerce, logistics, or tech is an advantage - Strong leadership, communication, and problem-solving skills.