Subject Matter Expert (Customer Service)

About the Role:

We are looking for a highly motivated and experienced Customer Support SME with strong floor handling capabilities. The SME will serve as a go-to expert for support agents, ensuring consistent delivery of high-quality customer interactions across channels (Voice, Chat, Email). You will drive performance coaching, monitor process adherence, and support the floor operations to improve service KPIs.

Key Responsibilities:

Act as a first point of contact for support agents for process, product, or policy-related queries

Provide real-time support on the floor, handle escalations, and ensure adherence to SOPs

Monitor live dashboards (AHT, SLA, CSAT, FCR) and proactively guide agents to meet targets

Conduct quality checks, give actionable feedback, and support team leads in coaching initiatives

Assist in training new joiners, process updates, and refreshers

Collaborate with Quality and Training teams to drive performance improvement plans

Maintain strong understanding of product updates, campaigns, promotions, etc., and disseminate timely information to the team

Participate in daily/weekly performance huddles, reviews, and RCA of escalations

Assist Team Leaders in floor discipline, roster adherence, shrinkage control

Requirements:

Graduate in any discipline

24 years of experience in Customer Support with at least 1 year as an SME or Sr. Agent

Hands-on experience with floor handling, escalations, and real-time agent support

Strong communication and interpersonal skills

Good understanding of support metrics (AHT, CSAT, SLA, etc.)

Experience in using CRM and ticketing tools (e.g., Freshdesk, Zendesk, etc.)

Comfortable working in a fast-paced, high-growth environment

Working Days: 6 Days a Week (Rotational Week Offs)

Exposure to health & wellness or e-commerce D2C domains

Knowledge of Excel or dashboard tools for basic performance tracking