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.
Solid 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 setting.

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