Job Type: Full time

Role Summary:We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast resolution, quality control, and disciplined execution by the CX team.This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations.Key Responsibilities:1. Daily Operations ManagementMonitor inbound/outbound calls and ticket volumeEnsure tickets are responded to and resolved within defined timelinesEscalate critical issues to management promptlyEnsure no backlog builds up2. Call Quality & AuditsConduct regular call auditsProvide structured feedback to associatesMaintain quality checklists and ensure adherence3.



Team SupervisionManage 3–6 Customer Service AssociatesTrack daily productivity and attendanceMaintain performance scorecardsProvide on-floor support during escalations4. Process AdherenceEnsure SOPs are followed consistentlyMaintain documentation of common issues and resolutionsCoordinate with the tech/product team for recurring issues5. ReportingShare daily and weekly reports on:First Response TimeResolution TimeEscalationsCall Quality ScoreIdeal Candidate Profile2–4 years of experience in customer support/operationsPrior experience managing a small team (3–5 people preferred)Solid communication in Hindi & EnglishComfortable using ticketing tools (Zoho Desk / similar)Basic Excel / Google Sheets skillsBased in Mumbai, work from the office (Versova)BASIC DETAILSReporting To: Head of CXJob Type: Full time, Work From OfficeLocation: Versova, Andheri West, Mumbai

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