Roles and Responsibilities

- Lead and manage the Customer Delight team across Voice, Email, Social Media, and Escalations

- Own key metrics: CSAT, NPS, SLA adherence, AHT, Quality, TAT, and Productivity

- Resolve critical escalations and drive corrective action plans

- Analyze customer feedback and operational data to identify root causes and improvement areas

- Collaborate with Operations, Product, Tech, Marketing, Supply Chain, and Quality on customer-impacting issues

- Lead CX and operational improvement projects end-to-end

- Build SOPs and training programs to strengthen team capability

- Present performance dashboards and business reviews to leadership

- Drive workforce planning and a culture of continuous improvement

Desired Candidate Profile

- 48 years of experience in customer service / contact center / customer experience leadership

- Proven experience managing a multi-channel support team at scale

- Robust analytical ability — comfortable owning metrics and translating data into action

- Experience driving cross-functional resolution, not just team-internal fixes

- Excellent stakeholder management and executive communication skills

📌 Manager - Customer Support (New Delhi)
🏢 Chaayos
📍 New Delhi