VP - Customer Care

Dream11, Mumbai

Dream it. Do it.

Customer Success @ Dream11
Being a ‘user-centric’ company, this is a critical function at Dream11. The Customer Success team is a combination of passionate, fun & highly communicative Dreamsters that work towards enhancing the playing experience of over 8 Crore sports fans on Dream11 and helping them succeed on the platform.

Your Role:

  • Being the strongest customer advocate and ensuring that the customer voice is heard at various forums within the organisation
  • Leading the Customer Service department
  • Managing and evolving the Dream11 Service Excellence framework.
  • Focussing on delivering a world class user experience
  • Identifying key opportunities, leverage points and expectations in the Dream11 user journey experience to achieve customer satisfaction
  • Ensuring that processes are set up to enable operations to run smoothly
  • Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit
  • Partnering with the management team to align customer service department policies and systems with Dream11 objectives

Must Have:

  • At least 10 years of relevant work experience leading customer support teams in both the voice and non-voice support process in the customer service industry
  • Highly data-driven and hands-on approach
  • Experience of identifying, onboarding & managing external vendors(especially driving KPIs for outsourced teams)
  • Excellent people management skills

Good to Have:

  • Worked previously at a fast-growing consumer internet start-up preferably in online gaming or e-­commerce
  • Love for sports
Dream Sports is a sports technology company with brands such as Dream11, FanCode, DreamX, DreamSetGo and DreamPay in its portfolio. Dream Sports is executing its vision of ‘Make Sports Better’ by providing multiple avenues for fans to deeply engage with the sports they love through fantasy sports, content, commerce, experiences and events, among others.
Founded in 2008 by Harsh Jain and Bhavit Sheth, the company has been ranked #10 among India’s Great Mid-Size Workplaces in 2019 and was recognised as one of the top 10 innovative companies in India by Fast Company in 2019. Kalaari Capital, Think Investments, Multiples Equity, Tencent and Steadview Capital are the marquee investors in Dream Sports.

About Dream11

The year was 2012. India was the reigning Cricket World Champion, Manchester City won the league with the last kick of the season, and the country was ready to fall in love with sports all over again. Two young avid sports fans, Harsh Jain & Bhavit Sheth, launched Dream11: India’s first Fantasy Sports Platform. They started from scratch to make Dream11 the new language of sports for over 2 crore sports fans, helping them to showcase their skill and knowledge! Our mission is to be India’s most trusted fantasy sports platform, and we’re only getting started.


Want to learn more about Dream11? Visit Dream11's website.