Easyrewardz - Lead - Reward Operations - Customer Support Operations
EasyRewardz Software Services Private LimitedGurugram, India25 days ago
Job descriptionAct as the point of contact for high-level escalations from customer service, client management, or external stakeholders. Collaborate with cross-functional teams (IT, product, rewards, account management) to drive prompt resolution. Analyze escalation trends and recommend strategies to reduce recurrence. Proactively monitor operations for anomalies or recurring issues in rewards accrual, redemption, and fulfillment processes. Lead root cause analysis (RCA) for operational failures and design corrective and preventive actions (CAPA). Prepare and deliver regular updates to management on key issues, trends, and resolutions. Provide actionable insights through reports and dashboards that highlight performance metrics, issue volumes, and resolution effectiveness. Ensure timely updates to clients and partners regarding any issues, delays, or changes impacting reward operations. Act as the operational point of contact for clients concerning reward program issues. Manage regular business review meetings (BRMs) and operational calls with clients to discuss ongoing issues, SLAs, and improvements. Degree in Business, Operations, or a related field. Master's degree preferred. 5+ years of experience in rewards / loyalty program operations, customer service management, or escalation handling. Strong analytical skills and experience with issue tracking systems and CRM platforms (e.g., Salesforce, Zendesk, JIRA).
Job Title : Lead - Rewards Operations
Department : Rewards / Loyalty Operations
Preferred Industry : Travel / Rewards / Loyalty
Location : Gurgaon
Job Summary :
We are seeking an experienced and proactive professional to join our team as a Lead - Rewards Operations. The ideal candidate will be responsible for overseeing the end-to-end management of customer complaints and escalations related to reward programs.
Customer Complaints Management :
- Own and manage the resolution of complex customer complaints related to rewards programs across multiple channels (email, voice, tickets, etc.).
- Ensure complaints are handled in a timely, empathetic, and compliant manner, meeting SLAs.
- Maintain detailed complaint records and documentation for internal audits and compliance reporting.
Escalation Handling :
Issue Identification & Resolution :
Stakeholder Communication & Reporting :
Client Updates & Relationship Management :
Required Skills and Qualifications :
(ref : iimjobs.com)
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Customer Support • Gurugram, India
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