Job Title: Manager – Customer Experience & Resolutions

Location: Hyderabad

EC-Council is the world’s largest cyber security technical certification body. We operate in 170 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 400,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide.

www.eccouncil.org

Role Overview

Manage Customer Service and Customer Experience operations, ensuring timely resolutions, high service quality, solid customer satisfaction and effective handling of escalations.

Key Responsibilities

Manage day-to-day Customer Service & Customer Experience operations and team performance.
Drive key metrics including CSAT, SLA, FRT, resolution time, quality, productivity and escalation rate.
Own and resolve complex and high-priority customer escalations, ensuring appropriate and timely resolution.
Monitor customer feedback,



recurring issues and service trends to identify process and experience improvement opportunities.
Work closely with internal teams to remove resolution bottlenecks and improve the overall customer journey.
Drive process improvements, automation and self-service opportunities to improve efficiency and customer experience.
Publish and review operational dashboards and reports and provide clear insights, risks and action plans to management.
Ensure adherence to SOPs, policies, quality standards and escalation processes.
Coach and develop the team, driving ownership, accountability, customer empathy and consistent performance.
Represent the Customer Experience team in stakeholder discussions and ensure customer issues are effectively represented internally.
Added advantage - Zendesk / CRM Platforms | Power BI / Tableau | Automation & AI Tools

About Our Culture

EC-Council is driven by a mission to strengthen global cybersecurity capability and advance the prof

📌 Manager – Customer Experience (Hyderabad)
🏢 EC-Council
📍 Hyderabad