Manager - Customer Support

Roles and Responsibilities

• Lead and manage the Customer Delight team across Voice, Email, Social Media, and Escalations

• Own key metrics: CSAT, NPS, SLA adherence, AHT, Quality, TAT, and Productivity

• Resolve critical escalations and drive corrective action plans

• Analyze customer feedback and operational data to identify root causes and improvement areas

• Collaborate with Operations, Product, Tech, Marketing, Supply Chain, and Quality on customer-impacting issues

• Lead CX and operational improvement projects end-to-end

• Build SOPs and training programs to strengthen team capability

• Present performance dashboards and business reviews to leadership

• Drive workforce planning and a culture of continuous improvement

Desired Candidate Profile

• 48 years of experience in customer service / contact center / customer experience leadership 

• Proven experience managing a multi-channel support team at scale

• Strong analytical ability — comfortable owning metrics and translating data into action

• Experience driving cross-functional resolution, not just team-internal fixes

• Excellent stakeholder management and executive communication skills