Groupon connects 42 million customers with local experiences - restaurants, events, wellness and travel - and the million-plus merchants who deliver them. Our mission is to get people offline and into the real world at prices that make it possible. We're an AI-native company in the middle of a platform transformation, moving from a deals marketplace to an experience discovery platform that works for customers and merchants at the same time.

Are you the person who takes the case nobody else can crack — and then makes sure it never happens again? Groupon is standing up a Center of Excellence in Bengaluru, and we're looking for Customer Support Managers who operate at the top of the craft. In a world where AI handles routine volume, this team owns the hard cases end-to-end — executive escalations, recovery calls, quality calibration — and turns each one into a fix that shrinks future demand. If you think like an owner, write like a human, and get satisfaction from solving what others escalate, we want to hear from you.

What You'll Do
- Own the highest-stakes executive escalations end-to-end,



resolving the customer issue and the root cause
- Audit flagged and repeat-contact cases, and trace what's really going on
- Turn case work into policy and process recommendations — and help put them into practice
- Make proactive outbound calls: recovery outreach, mystery shopping, and callbacks
- Verify that promised follow-ups actually happened
- Own key escalation channels, including social media and other overflow queues
- Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations
- Cross-train and certify across escalations, callbacks, mystery shopping, audits, and social to stay deployable across the team's full remit
- Work fluently with our AI toolkit to resolve cases quick and write on-tone replies

What You'll Bring
- Bachelor's degree in a related field; advanced English (C1–C2)
- Proven senior experience in customer support, escalations, or quality —

📌 Customer Support Manager (Bengaluru)
🏢 Groupon
📍 Bengaluru