Role Overview

We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, L2 support, ensuring faster resolution, solid cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements.

Key Responsibilities

Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:
Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and robust TATs
Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies




Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

Skills & Qualifications
812+ years in Customer Service / Operations (Logistics preferred)
Experience in managing cross-functional and high-dependency workflows
Strong exposure to escalation management and L2 operations
Hands-on with automation, dashboards, and process improvements
Proficient in MS Excel, has experience with CRM and data tools
Strong analytical, problem-solving, and communication skills

Key Traits
High ownership and bias for action
Ability to handle high-intensity settings with patience without compromising on pace
Strong stakeholder management
Customer-first mindset with focus on scalability and automation

📌 Senior Manager Customer Experience Customer Support North Goa (India)
🏢 Delhivery
📍 India