Customer Service Manager

Team Management & Training

• Lead and mentor Team Leads and agents across shifts. Drive hiring, onboarding, training, and monthly QA programs with clear scorecards and performance reviews.
• Build structured training programs covering customer communication, Zoho Desk workflows, Odoo processes, subscription transfer rules, and refund/deposit logic.
• Create career progression paths and strengthen team retention and engagement.

Automation & Process Improvement

• Monitor and improve AI-led support initiatives including voice bots, chatbot workflows, automated reminders, and customer notification systems.
• Build and maintain self-serve support systems including Help Center, FAQs, IVR flows, and chatbot-first resolution journeys to improve deflection and reduce cost-to-serve.
• Run operational experiments including proactive shipment notifications, automated tenure-end reminders, and WhatsApp communication workflows.
• Improve First Response Time (FRT), Average Handle Time (AHT), First Contact Resolution (FCR), and Escalation Resolution TAT.

Voice of Customer & Analytics

• Create a strong Voice of Customer (VOC) program by tagging tickets, publishing weekly insights, and driving root cause analysis with Product, Operations, and Marketing teams.
• Analyze repeat customer issues and identify operational or product gaps through data-driven RCA.
• Own customer experience metrics including CSAT, NPS, SLA adherence, backlog management, and quality scores.

Compliance & Governance

• Ensure policy clarity and compliance across refunds, replacements, grievance handling, and customer data privacy.
• Maintain process documentation, SOPs, and operational governance standards.

Key Skills & Competencies

• Strong customer service operations leadership experience
• Team management and coaching mindset
• Strong analytical and problem-solving skills
• Expertise in SLA management, workforce planning, RCA, and process optimization
• Experience with helpdesk CRMs and telephony systems such as Zoho Desk, Odoo (ERP), Whatsapp business API, Metabase, Sagepilot etc.
• Process-oriented with strong documentation skills

Qualifications & Experience

• Graduate in any discipline (MBA preferred but not mandatory)
• 6–10 years of experience in customer service operations within e-commerce, rentals, logistics, consumer internet with at least 2–3 years managing teams of 15+.
• Hands-on experience with helpdesk CRMs (Zoho Desk, Ozontel or similar tools)— not just using them, but configuring workflows, blueprints, SLA rules, and automations.
• Proven track record of improving CSAT/NPS and operational efficiency metrics in fast-paced environments
• Fluency in English and Hindi. You’ll communicate with subscribers, train agents, present to the founder, and write SOPs — all require clarity.

Key Performance Indicators (KPIs)

• CSAT & NPS improvement
• First Response Time (FRT) & Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Escalation Resolution TAT
• SLA adherence across channels
• Backlog management & aging
• Refund and service request TAT
• Cost-to-serve optimization & deflection rate
• QA & compliance scores

What makes this role different?

• You’ll inherit a structured and fast-evolving support ecosystem with documented workflows, AI bots, dashboards, and automation already in place. The goal is to optimize, scale, and professionalize it further.
• This is not a traditional call center role. You’ll manage the complete subscriber lifecycle across deliveries, relocations, renewals, pickups, refunds, and service operations.
• You’ll work directly with the Founder and collaborate closely with Ops, Product, Tech, Finance, and Marketing teams, with the ability to drive fast execution and visible impact.
• AI and automation are already embedded into the support stack. You’ll help shape how human support and AI-led workflows scale together to deliver a superior customer experience

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.