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.

n

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 strong 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

n

nSkills & Qualifications

n1. 8–12+ years in Customer Service / Operations (Logistics preferred)

n2. Experience in managing cross-functional and high-dependency workflows

n3. Solid exposure to escalation management and L2 operations

n4. Hands-on with automation, dashboards, and process improvements

n5. Proficient in MS Excel, has experience with CRM and data tools

n6. Strong analytical, problem-solving, and communication skills

n

nKey Traits

n1. High ownership and bias for action

n2. Ability to handle high-intensity environments with patience without compromising on pace

n3. Strong stakeholder management

n4. Customer-first mindset with focus on scalability and automation

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