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About the Team
Being part of Meesho's Fulfillment and Experience (F&E) team as Senior Manager will zip you to the cockpit of our ever-burgeoning rocketship and, you’ll shape the experience of Bharat’s next billion e-commerce users. We’re an eclectic mix of over 100 professionals, all driven by the first principles of problem-solving. We come with diverse skill sets and responsibilities ranging from running operations/support to managing the supply chain, and maintaining analytics to ensure the best possible user and seller experience. At Meesho, we are on a mission to achieve what has never been done before – introducing e-commerce to the tier-2 and tier-3 cities of India. Our team's crucial contribution to this ambitious endeavor involves completely reimagining fulfillment from the ground up. This translates into a multitude of "zero-to-one" projects, offering opportunities for those willing to seize them. Our focus is on constructing a supply chain and user experience that reshapes the landscape of e-commerce. Simultaneously, we are unwavering in our commitment to introducing best-in-class processes and policies, coupled with a steadfast dedication to continuous innovation. The ultimate goal is to consistently deliver excellence in both User and Seller experiences. Emphasizing personal growth and enjoyment at work is integral to our culture, just as much as our dedication to hard work. We foster this through regular one-on-one virtual meetings, engaging monthly all-team catch-ups, and timely recognition and rewards. Join us in this exciting journey where innovation meets personal and professional development!
About the role
We are looking for an experienced and visionary User Experience – Senior Manager to lead and scale our customer support Channels — including Chat Bot, Voice Bot, and Human Agents. This role is critical in shaping the future of our customer support operations, leveraging AI to unlock new growth, optimize support efficiency, and drive customer satisfaction. You will be responsible for developing and implementing a data-driven strategy to capture and analyze customer support data, transforming it into actionable insights that drive business decisions and strategic initiatives at the leadership level.
What you will do
What you will need
About us
Welcome to Meesho, where every story begins with a spark of inspiration and a dash of entrepreneurial spirit. We're not just a platform; we're your partner in turning dreams into realities.
Our Mission
Democratising internet commerce for everyone- Meesho (Meri shop) started with a single idea in mind -to be an e-commerce destination for the next billion Indian consumers and enable 100 million small businesses to succeed online. We provide sellers with a range of industry-first benefits such as zero commission and the lowest shipping cost. Over 1.75 million sellers are registered on Meesho, growing their business by tapping the company’s massive customer base, state-of-the-art tech infrastructure, pan-India logistics at the lowest cost through third-party logistics providers in an 'Everyday Lowest Cost' channel for sellers. Affordable, relatable merchandise mirroring local markets has helped us make inroads with first-time internet users in the country. We cater to an underserved and unique customer base and cover every serviceable pincode in the country. Our unique business model and continuous innovation has enabled us to become the first Indian horizontal E-commerce company.
Culture and Total Rewards
Our focus is on cultivating a dynamic workplace characterized by high impact and performance excellence. We prioritize a people-centric culture, dedicated to hiring and developing exceptional talent. Total rewards at Meesho comprises of a comprehensive set of elements - monetary, non monetary, tangible and intangible in nature. Our 11 guiding principles, or "Mantras," are the backbone of how we operate - influencing everything from recognition and evaluation to growth discussions. Daily rituals & processes like “Reflections”, “Listen or Die” , Internal Mobility Program, Talent Reviews, Continuous Performance Management - all embody these principles.
We provide market leading compensation - both cash and equity-based - specific to job roles, individual experience and skill along with our employee centric benefits and work environment. We focus extensively on holistic wellness - through our MeeCare Program - encompassing benefits and policies across physical, mental, financial, and social wellness aspects. This includes extensive medical insurance benefits for employees and their families, wellness initiatives like telehealth, wellness events, and gym & recreational discounts etc. To support work-life balance, we provide generous leave policies, parental support benefits, retirement benefits, and learning and development assistance. Through gratitude for stretched work, personalized gifts, engagement & fun at work - we promote employee delight at the workplace. Many other benefits such as salary advance support, relocation assistance, and flexible benefits plans further enrich the Meesho employee experience.
Know more about Meesho here : https://www.meesho.io/