- Lead the end-to-end Customer Delight function across Calls, Email, Chat, Social Media, and other customer touchpoints, ensuring a seamless and exceptional customer experience.

- Build and nurture a customer-first culture by driving ownership, empathy, accountability, and service excellence across the Customer Delight team.

- Own key customer success metrics including CSAT, NPS, Customer Retention, First Response Time, Resolution Time, SLA adherence, and overall service quality.

- Lead, mentor, and develop a high-performing Customer Delight team, fostering continuous learning, performance excellence, and future leadership capabilities.

- Establish and monitor team KPIs, SLAs, and operational dashboards to drive productivity, quality, and customer satisfaction.Manage critical customer escalations with urgency and professionalism, ensuring timely resolutions while strengthening long-term customer relationships.

- Analyze customer feedback, support trends, and operational data to identify improvement opportunities and proactively enhance the customer journey.





- Partner closely with Product, Engineering, Operations, Marketing, Sales, and Logistics teams to resolve recurring issues and improve products, processes, and customer experience.

- Design, optimize, and scale customer support operations by implementing best practices, SOPs, automation, and technology-driven solutions to improve efficiency.

- Provide strategic customer insights to leadership, leveraging customer data and market feedback to influence business decisions, product innovation, and organizational growth.

Job Type: Full time

Pay: ₹1,500,000.00 - ₹2,000,000.00 per year

Benefits

- Health insurance

- Provident Fund

Education

- Bachelor's (Preferred)

Experience

- Technical support: 10 years (Preferred)

- total work: 10 years (Preferred)

- Customer service: 10 years (Preferred)

Language

- English (Preferred)

- Tamil (Preferred)

Work Location: In person

📌 Customer Service Manager (Eachanari)
🏢 Nimble Wireless
📍 Eachanari