Windmill Smart Solutions Hiring for Customer Support Manager at Delhi (Remote), India Full Time

XLongevity is an all-in-one solution with an app, coaches, supplements, and testing to empower you to live a long, active, fulfilling, and healthy life. 

XLongevity offers a selection of supplements that are available for individual purchase or subscription. For customers looking for a deeper understanding of their longevity health, or for recommendations on a dosage regimen of supplements or drugs such as NAD precursors and rapamycin, xLongevity offers testing for purchase via at home blood test kits or in labs. 

XLongevity app offers industry experts (coaches) to guide through the difficulties of making a big life change. 

About the Role:

We are seeking an adaptable Customer Support Manager specializing in the nutraceutical e-commerce sector, adept at overseeing outsourced teams across diverse international markets. This role necessitates a thorough understanding of global customer service nuances, cultural dynamics, AI tools, and analytics integration to optimize operations and drive exceptional customer experiences.

Qualifications and Skills:

• Proven 5+yrs of experience in managing outsourced customer support within the nutraceutical e-commerce sector.

• Extensive expertise handling diverse customer bases across global markets, including the USA, Europe, UAE, and others.

• Proficiency in Zoho Desk or similar tools within an international customer support context.

• Exceptional cross-cultural communication skills and adaptability in various regional settings.

• Demonstrated proficiency in AI-powered analytics tools for customer support enhancements.

• Master’s degree in a related field preferred

Key Responsibilities:

Remote Team Leadership and Coordination:

• Foster strong collaborations with outsourced customer support providers, ensuring alignment with company values and standards across international markets.

• Conduct regular virtual meetings, maintaining open channels for effective communication and issue resolution.

Performance Management and Quality Assurance:

• Establish performance metrics and KPIs tailored to outsourced teams across various international markets.

• Utilize AI-driven analytics to monitor performance, assess service quality, and provide actionable feedback for continuous improvement.

Training and Development:

• Deliver comprehensive training programs for outsourced teams, emphasizing product knowledge and cultural nuances.

• Facilitate ongoing training on nutraceutical products, their benefits, and usage guidelines tailored for different regions and customer bases.

Process Standardization and SOPs:

• Collaborate with outsourced providers to develop standardised procedures and SOPs consistent with company guidelines and regional regulations.

• Ensure adherence to protocols and efficient utilisation of AI tools within the outsourced team’s workflow.

Data-Driven Insights and AI Integration:

• Utilize analytics tools for actionable insights from customer data across international markets, supporting informed decision-making and process improvements.

• Implement AI-driven tools to streamline processes, automate tasks, and improve response accuracy within the outsourced team.

Comprehensive Information Access for Global Customers:

• Maintain an updated knowledge base with region-specific FAQs, usage guidelines, and regulatory information.

• Ensure the support team has access to localized information relevant to each international market.

Vendor Relationship and Contract Management:

• Manage vendor relationships, ensuring contractual obligations are met and partnerships remain mutually beneficial.

• Regularly review and optimize the outsourced arrangement for improved performance and cost-effectiveness.

What We Offer:

• Competitive remuneration package.

• A trailblazing role at the nexus of legal and tech innovation within an international framework.

• Stimulating challenges paired with career growth potential.

• A collaborative and inclusive workspace where your contributions forge impactful transformations.

• Global presence spanning the UK, USA, Portugal, South Africa, Germany, Ukraine, and India.

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