Senior Manager - Customer Success

Customer Success @Dream11:

To be a ‘user-centric’ company is at the core of everything we do at Dream11. The Customer Success team comprises passionate Dreamsters that work tirelessly towards enhancing the playing experience for over 200 million sports fans on Dream11 with the proper training and quality of work. Customer service is not a department but an attitude. So if you are committed to delivering a world-class customer service experience, this is the team for you.

Your Role:

• Maintain precise SOPs of all customer service actions and discussions
• Analyse relevant data to compile accurate reports that support CX decisions
• Recruit, mentor, and lead a team of customer service agents, fostering an environment of learning and growth
• Utilize customer insights and root cause analytics to identify and implement company-wide improvements with the management and senior stakeholders
• Finding and leveraging the latest industry tech tools and trends like AI/ML techniques to enhance customer interactions
• Driving success metrics of internal & partner teams

Qualifiers:

• A minimum of 10 years' experience in managing customer care operations, with direct leadership of teams comprising at least 4 members
• Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira
• Flexibility to work across various shifts to meet business needs

About Dream Sports:

Dream Sports is India’s leading sports technology company with 220 million+ users, housing brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier sports content & commerce platform and DreamSetGo, a sports experiences platform.

Dream Sports is based in Mumbai and has a workforce of close to 1,000 ‘Sportans’. Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports’ vision is to ‘Make Sports Better’ for fans through the confluence of sports and technology.

For more information: [https://dreamsports.group/>

Dream11 is the world’s largest fantasy sports platform with 200 million+ users playing fantasy cricket, football, kabaddi, basketball, hockey, volleyball, handball, rugby, futsal, American football & baseball, on it. Dream11 is the flagship brand of Dream Sports, India’s leading Sports Technology company and has partnerships with several national & international sports bodies and cricketers.