Customer Service Manager

We are currently hiring for Manager / AVP Customer Service / Customer Experience

About the Role

The role will lead end-to-end Customer Service / Customer Experience operations, managing teams, driving service quality, handling escalations and improving customer experience across multiple support channels.

Key Responsibilities

• Manage customer support across Voice, Email, Chat & Social Media.
• Lead, mentor and manage customer service teams.
• Drive SLA, CSAT, NPS, CES, FCR, AHT, productivity and quality metrics.
• Handle customer escalations and ensure timely resolution.
• Drive process improvement, automation and SOP implementation.
• Prepare MIS, dashboards and performance reports.
• Manage BPO / external vendor relationships, wherever applicable.
• Collaborate with Product, Operations, Logistics, Technology and Business teams to improve the customer journey.

Ideal Profile

• 6-15+ years of experience in Customer Service / Customer Experience / Contact Center Operations.
• Strong experience in team management and large-scale customer operations.
• Candidates from E-commerce, Fashion, Retail, Marketplace or consumer-facing businesses preferred.
• Strong knowledge of CSAT, NPS, FCR, AHT and SLA management.
• Experience with Zendesk, Freshdesk, Salesforce Service Cloud or similar CRM platforms.
• Strong analytical, problem-solving and stakeholder management skills.