Executive - Customer Success

Mumbai
FanCode – Customer Success /
Full-time /
On-site
Customer Success @FanCode
‘User First’ being our Mantra, CS is a critical function at FanCode. The Customer Success team is a combination of passionate, fun loving & highly communicative youngsters that work towards enhancing the experience of the Sports fans. This is a high performance role and you will fit right in, if you believe in delivering the best possible service and experience to our users. For us, Customer Service is not a department. It is an Attitude.

Your Role:

    • Actively leading user communication via emails, phone calls and live chats.
    • Ensuring minimum turnaround time for resolving user queries & complaints.
    • Delivering the best in class service in the most friendly and timely manner.
    • Suggesting process & product improvements based on user feedback.
    • Assisting the team in reporting & analysis.
    • Being a team player and learning from your peers.
    • Should be flexible in any shift.

Must Haves:

    • 1+ years of experience in customer service specializing in email support.
    • Excellent proficiency in written and spoken English.
    • A resolution driven approach with a user first attitude.
    • Ability to remain calm, be cordial and friendly, under stress.

Good to Have:

    • Strong sports knowledge.
    • Experience working in blended processes like email, chat, voice, etc.
    • Knowledge of various CRM tools like Zendesk, Freshdesk, Jira.
Dream Sports is India’s leading sports technology company with brands such as Dream11, the world’s largest fantasy sports platform, FanCode, a premier digital sports platform that personalizes content and commerce for all sports fans, DreamSetGo, a sports experiences platform, and DreamPay, a payment solutions provider. 

It has founded the Dream Sports Foundation to help and champion sportspeople and is an active member of the Federation of Indian Fantasy Sports, the nodal body for the Fantasy Sports industry in India.

Founded in 2008 by Harsh Jain and Bhavit Sheth, Dream Sports is always working on its mission to ‘Make Sports Better’ and is located in Mumbai. Dream Sports has been featured as a  ‘Great Places to Work’ by the Great Place to Work’ Institute for four consecutive years. It is also the only sports tech company among India’s best companies to work for in 2021.

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

About FanCode:

FanCode is India’s premier digital sports destination committed to giving all fans a highly personalised experience across Content, Community and Commerce. 
Founded by sports industry veterans Yannick Colaco and Prasana Krishnan in March 2019, FanCode offers interactive live streaming, sports fan merchandise (FanCode Shop), fast interactive live match scores, in-depth live commentary, fantasy sports data and statistics (Fantasy Research Hub), expert fantasy tips, sports news and much more.
FanCode has partnered with both domestic and international sports leagues and associations across multiple sports such as three of the top American Leagues - MLB, NFL, and NBA, FIVB, West Indies Cricket Board, Bangladesh Premier League, Caribbean Premier League, Bundesliga and I-League. 

FanCode has already amassed over 27million+ app installs and won the “Best Sports Startup” award at FICCI India Sports Awards 2019.

Get the FanCode App: iOS | Android
Website: www.fancode.com
FanCode Shop: www.shop.fancode.com