CX Digital Transformation, Associate Manager
About PhonePe Group:
PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
Culture
At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!
Are you passionate about using technology to solve real-world problems? Do you enjoy leading a team to create innovative solutions that make a difference? As our Support Automation Leader, you'll have the opportunity to directly impact the customer experience for our businesses. You'll be at the helm of our innovation efforts, shaping the future of how we support our valued partners and customers
What You'll Be Doing
- Taking charge of our support systems for our businesses, with a focus on improving performance and customer happiness.
- Becoming an expert on our products (Helpdesk, Bots, Chat, IVR, Dialer, etc.,) to create a support experience that is second to none.
- Using data to measure our success and find new opportunities for improvement in our support tools.
- Building and implementing smart solutions to make our key processes more efficient.
- Exploring the latest industry trends and bringing in new technologies to enhance our experience.
- Ensuring our support platforms are well-managed, secure, and effective.
- Guiding and mentoring a team of bright individuals, while also rolling up your sleeves to contribute to projects.
- Partnering with other teams to deliver a cohesive and positive user experience.
What We're Looking For
- Bachelor's degree in B.Tech
Someone with a customer experience platform knowledge for at least 4 years.The ability to apply basic coding knowledge to develop practical technical solutions.A proven leader with experience managing a team.Familiarity with customer experience or AI is a strong asset.A proactive problem-solver who can create clarity and structure.An excellent communicator and collaborator.A curious and driven individual who is always eager to learn.
PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
- Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
- Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
- Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
- Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
- Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
- Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
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