We are currently hiring for Manager / AVP Customer Service / Customer Experience

About the Role

The role will lead end-to-end Customer Service / Customer Experience operations, managing teams, driving service quality, handling escalations and improving customer experience across multiple support channels.

Key Responsibilities
- Manage customer support across Voice, Email, Chat & Social Media.
- Lead, mentor and manage customer service teams.
- Drive SLA, CSAT, NPS, CES, FCR, AHT, productivity and quality metrics.
- Handle customer escalations and ensure timely resolution.
- Drive process improvement, automation and SOP implementation.
- Prepare MIS, dashboards and performance reports.
- Manage BPO / external vendor relationships, wherever applicable.
- Collaborate with Product, Operations, Logistics,



Technology and Business teams to improve the customer journey.

Ideal Profile
- 6-15+ years of experience in Customer Service / Customer Experience / Contact Center Operations.
- Strong experience in team management and large-scale customer operations.
- Candidates from E-commerce, Fashion, Retail, Marketplace or consumer-facing businesses preferred.
- Solid knowledge of CSAT, NPS, FCR, AHT and SLA management.
- Experience with Zendesk, Freshdesk, Salesforce Service Cloud or similar CRM platforms.
- Strong analytical, problem-solving and stakeholder management skills.

📌 Customer Service Manager (Mumbai)
🏢 Skyleaf Consultants
📍 Mumbai