Key Responsibilities

- Lead multi-channel customer support operations across voice, email, chat, social media and digital platforms.

- Manage outsourced contact centres and service partners, ensuring adherence to SLAs, KPIs, quality and cost objectives.

- Own customer escalations, establishing effective escalation mechanisms and ensuring timely resolution of critical cases.

- Strengthen Voice of Customer (VoC) mechanisms and translate customer feedback into actionable insights for Product, Marketing, Service and Operations.

- Drive adoption of CRM, automation, AI/chatbots and analytics to enhance customer experience and operational efficiency.

- Monitor and improve key customer experience metrics including CSAT, NPS, First Contact Resolution (FCR), TAT and SLA adherence.

- Partner with cross-functional stakeholders to continuously improve the end-to-end customer journey.

Required Qualifications / Eligibility

- 8 - 12 years of Customer Support / Customer Experience, including 3+ years in a managerial role.

- Experience in mobile handsets, consumer electronics or a similar consumer-facing industry preferred.

- Proven experience managing outsourced contact centres, partners and multi-channel support operations.





- Strong understanding of CSAT, NPS, FCR, SLAs and escalation management.

- Positive exposure to CRM platforms, support automation, analytics and AI-enabled customer service solutions.

- Strong communication, analytical, problem-solving and stakeholder-management skills.

- A customer-first mindset with the ability to balance service quality, customer satisfaction and cost efficiency.

Key Success Metrics

- CSAT & NPS: Improve customer satisfaction and advocacy

- First Contact Resolution (FCR): Maximize resolution at the first interaction

- Escalation TAT: Ensure timely resolution of critical customer issues

- SLA & Partner Performance: Drive consistent achievement of service levels and quality KPIs

- Contact Centre Performance: Improve service quality, responsiveness and productivity

- Voice of Customer (VoC): Convert customer insights into actionable improvements

- Digital & Self-Service Adoption: Increase effectiveness of automation and digital support channels

- Cost Efficiency: Optimize support costs while maintaining customer experience

📌 Customer Support Manager (Gurugram)
🏢 HMD Mobile India
📍 Gurugram