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

Perks
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