Job Description Job Description: Manager: Customer Experience
n Job Title: Customer Experience Supervisor
n Role Summar
n 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
n This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations
n
n A. Key Responsibiliti
n es1. Daily Operations Manageme
n n ntMonitor inbound/outbound calls and ticket volu
n meEnsure tickets are responded to and resolved within defined timelin
n esEscalate critical issues to management prompt
n lyEnsure no backlog builds
n n up2. Call Quality & Audi
n n tsConduct regular call audi
n tsProvide structured feedback to associat
n esMaintain quality checklists and ensure adheren
n n ce3. Team Supervisi
n n onManage 3–6 Customer Service Associat
n esTrack daily productivity and attendan
n ceMaintain performance scorecar
n dsProvide on-floor support during escalatio
n n ns4. Process Adheren
n n ceEnsure SOPs are followed consistent
n lyMaintain documentation of common issues and resolutio
n nsCoordinate with the tech/product team for recurring issu
n n es5. Reporti
n n ngShare daily and weekly reports o
n n:First Response Ti
n meResolution Ti
n meEscalatio
n nsCall Quality Sco
n n re
n B. Ideal Candidate Prof
n n ile2–4 years of experience in customer support/operati
n onsPrior experience managing a small team (3–5 people preferr
n ed)Solid communication in Hindi & Engl
n ishComfortable using ticketing tools (Zoho Desk / simil
n ar)Basic Excel / Google Sheets ski
n llsBased in Mumbai, work from the office (Verso
n n va)
n C. BASIC DET
n n AILSReporting To: Head o
n f CXJob Type: Full time, Work From Of
n ficeLocation: Versova, Andheri West, Mu
n mbai