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 controlRequirements:• Graduate in any discipline• 2–4 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
Job Title
Subject Matter Expert (Customer Service)