Role & responsibilities

- Manage and coach customer support agents, driving productivity, quality, SLA and CSAT/NPS.

- Own vendor/BPO management, including performance, capacity, SLAs and governance.

- Monitor operational metrics and identify opportunities to improve eciency and CX.

- Handle and drive resolution of critical customer escalations.

- Build and improve SOPs, workflows and escalation processes.

- Identify recurring customer issues and work with Product/Ops teams on root-cause resolution.

- Drive automation and process improvements to reduce cost, contacts and resolution time.

- Create regular performance reviews and actionable insights for leadership.

Preferred candidate profile

- 3 to 5 years in Customer Operations / CX / Contact Centre / BPO Operations.

- Experience managing teams and external vendors.

- Strong understanding of customer support metrics and operational dashboards.

- Data-driven, highly organised and strong at stakeholder management.

- Comfortable working in a rapid-paced, high-growth startup environment.

📌 Manager - Customer Experience (Bengaluru)
🏢 Snabbit
📍 Bengaluru