Job Description

Role Summary:

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We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring rapid resolution, quality control, and disciplined execution by the CX team.

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This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations.

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Key Responsibilities:

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Daily Operations Management

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Monitor inbound/outbound calls and ticket volume
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Ensure tickets are responded to and resolved within defined timelines
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Escalate critical issues to management promptly
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Ensure no backlog builds up
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Call Quality & Audits

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Conduct regular call audits
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Provide structured feedback to associates
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Maintain quality checklists and ensure adherence
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Team Supervision

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Manage 3–6 Customer Service Associates
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Track daily productivity and attendance
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Maintain performance scorecards
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Provide on-floor support during escalations
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Process Adherence

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Ensure SOPs are followed consistently
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Maintain documentation of common issues and resolutions
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Coordinate with the tech/product team for recurring issues
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Reporting

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Share daily and weekly reports on:
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First Response Time
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Resolution Time
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Escalations
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Call Quality Score
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Ideal Candidate Profile

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2–4 years of experience in customer support/operations
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Prior experience managing a small team (3–5 people preferred)
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Solid communication in Hindi & English
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Comfortable using ticketing tools (Zoho Desk / similar)
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Basic Excel / Google Sheets skills
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Based in Mumbai, work from the office (Versova)
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BASIC DETAILS

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Reporting To: Head of CX
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Job Type: Full time, Work From Office
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Location: Versova, Andheri West, Mumbai
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📌 Junior Customer Experience Mumbai
🏢 QubeHealth-Pay
📍 Mumbai