1. Manage, mentor, and train CE team members to ensure high performance and professional growth

2. Monitor and oversee all incoming tickets (email, chat, social, CRM), ensuring timely and accurate resolution

3. Analyze recurring issues and develop SOPs or automation strategies to reduce ticket inflow

4. Define, implement, and monitor KPIs for team performance, ticket resolution time, CSAT, and first-response time

5. Conduct regular training sessions and workshops to upskill the CE team in product knowledge, soft skills, and tools

6. Generate weekly and monthly reports using Excel or CRM tools to track team performance and identify areas for improvement

7. Collaborate with Product, Tech, and Operations teams to communicate customer feedback and improve the overall experience

8. Serve as the escalation point for complex queries and ensure consistent, empathetic, and solution-oriented communication across channels