The RoleWe’re looking for a Customer Service Manager to lead a team of 5–10 Customer Service Executives and ensure our customers receive quick, thoughtful and effective support.You’ll be the go-to person for complex customer issues and escalations, while also helping the team improve every day.
What You’ll Do
Lead and support a team of 5–10 Customer Service Executives
Handle customer escalations and ensure they are resolved quickly
Make sure all customer calls and issues receive a timely response
Take ownership of issues from escalation to closure
Work closely with Operations, Professionals, Finance and Training teams
Coach the team on handling difficult customer situations
Track key metrics like response time, resolution time, quality and productivity
Identify recurring issues and help improve processes
What We’re Looking For
3–6 years of experience in Customer Service, CX or Operations
Prior experience managing a customer service team is mandatory
Excellent spoken and written English and good Hindi communication
Robust problem-solving and decision-making skills
Calm and confident when dealing with unhappy customers
High ownership — you follow through until the issue is solved
Comfortable working in a quick-paced workplace
Experience with CRM or customer support tools is a plus
What Success Looks Like Happy customers. A strong CS team. Faster resolutions. Fewer repeat issues.
If you enjoy solving problems, leading people and making the customer experience better, we’d love to hear from you.