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.




Robust understanding of CSAT, NPS, FCR, SLAs and escalation management.
Positive exposure to CRM platforms, support automation, analytics and AI-enabled customer service solutions.
Solid 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