Job Description: Manager: Customer Experience Job Title: Customer Experience Supervisor Role Summar yWe are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations.

The role focuses on ensuring quick resolution, quality control, and disciplined execution by the CX team .

This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations . A.

Key Responsibiliti es1.

Daily Operations Manageme nt

Monitor inbound/outbound calls and ticket volu me

Ensure tickets are responded to and resolved within defined timelin es

Escalate critical issues to management prompt ly

Ensure no backlog builds up2.

Call Quality & Audi ts

Conduct regular call audi ts

Provide structured feedback to associat es

Maintain quality checklists and ensure adheren ce3.

Team Supervisi on

Manage 3–6 Customer Service Associat es

Track daily productivity and attendan ce

Maintain performance scorecar ds





Provide on-floor support during escalatio ns4.

Process Adheren ce

Ensure SOPs are followed consistent ly

Maintain documentation of common issues and resolutio ns

Coordinate with the tech/product team for recurring issu es5.

Reporti ng

Share daily and weekly reports o n: First Response Ti me

Resolution Ti me

Escalatio ns

Call Quality Sco re B.

Ideal Candidate Prof ile2–4 years of experience in customer support/operati ons

Prior experience managing a small team (3–5 people preferr ed)Strong communication in Hindi & Engl ish

Comfortable using ticketing tools (Zoho Desk / simil ar)Basic Excel / Google Sheets ski lls

Based in Mumbai, work from the office (Verso va) C. BASIC DET AILSReporting To: Head o f CXJob T ype: Full-Time, Work From Of fice

Locat ion: Versova, Andheri West, Mu mbai

📌 Customer Experience Manager (India)
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