Job Description
Role Overview
nWe are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include
nmanaging daily operations, SLT escalations, L2 support, ensuring faster resolution, strong
ncross-functional alignment, and an improved customer experience. The role demands high
nownership, stakeholder management, and a focus on automation-led process improvements.
nKey Responsibilities
nApart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:
n1. Manage and drive strong accountability and initiative within the team to solve customer and rider
nqueries with clarity, bias for action and robust TATs
n2. Handle high-priority escalations with speed and accuracy with structured communication both
nwith internal and external stakeholders
n3. Manage tough conversations/scenarios with structured communication with
ncustomers/riders/business owners while improving resolution quality, accuracy, and turnaround time
n4. Handle claims, investigations, and exceptions along with driving resolution with Supply,



Security,
nand Ops dependencies
n5. Leverage dashboards and data for performance improvement. Conduct regular audits and reviews
nand governance cadences
n6. Handle both SLT and address escalations across channels while maintaining a customer-first
napproach along with maintaining Delhiverys core
nSkills & Qualifications
n
- n
- 8–12+ years in Customer Service / Operations (Logistics preferred)n
- Experience in managing cross-functional and high-dependency workflowsn
- Strong exposure to escalation management and L2 operationsn
- Hands-on with automation, dashboards, and process improvementsn
- Proficient in MS Excel, has experience with CRM and data toolsn
- Strong analytical, problem-solving, and communication skillsn

nKey Traits
n
- n
- High ownership and bias for actionn
- Ability to handle high-intensity environments with patience without compromising on pacen
- St

📌 Senior Manager Customer Support (Goa)
🏢 Delhivery
📍 Goa