Company Description Dil Foods, through its Dil Brands initiative, creates and operates virtual food brands designed to meet the daily meal needs of people across India. By partnering with small and medium-sized restaurants, Dil Foods helps them increase utilization of their existing assets, kitchen capacity, and staff through these virtual brands.

This model enables partner restaurants to expand their reach, diversify offerings, and improve profitability without significant additional investment. As part of a fast-growing, technology-enabled food ecosystem, team members at Dil Foods contribute directly to the success of both customers and restaurant partners. The organization values innovation, collaboration, and a strong focus on delivering reliable, quality meal experiences.

We are seeking a proactive, customer-focused and process-driven Customer Success Manager to lead and manage customer support operations in a fast-paced food manufacturing environment.

The ideal candidate will be responsible for ensuring exceptional customer service, resolving complaints efficiently, strengthening relationships with restaurant partners and business customers, and coordinating with internal teams to deliver a seamless customer experience.

The role requires strong problem-solving abilities, operational understanding, data-driven decision-making and the ability to manage customer expectations in a time-sensitive food business.

Key Responsibilities

1. Customer Support Operations

- Manage day-to-day customer support operations across calls, emails, WhatsApp and other communication channels.
- Ensure timely resolution of customer queries, complaints and escalations within defined turnaround times (TAT).
- Establish and monitor service-level agreements (SLAs) to maintain high customer satisfaction.
- Develop and implement standard operating procedures (SOPs) for customer interactions and complaint resolution.
- Ensure professional, consistent and empathetic communication with customers and business partners.

2. Complaint Management & Resolution

- Handle escalated complaints relating to product quality, food taste, packaging, delivery delays, shortages and order discrepancies.
- Coordinate with Production, Quality Assurance, Supply Chain, Logistics and Sales teams for prompt resolution.
- Conduct root cause analysis (RCA) of recurring complaints and implement preventive measures.
- Maintain detailed complaint records, corrective actions and closure reports.




- Escalate food safety and product quality concerns immediately to the Quality Assurance team as per established protocols.

3. Restaurant Partner & B2B Customer Relationship Management

- Act as a key point of contact for restaurant partners, distributors, institutional customers and other B2B clients.
- Build strong relationships through proactive communication and timely issue resolution.
- Understand customer requirements and coordinate with internal teams to ensure service continuity.
- Identify recurring service gaps that could impact customer retention or business growth.
- Support onboarding of current restaurant partners by ensuring smooth customer support processes.

4. Cross-Functional Coordination

- Work closely with manufacturing and production teams to resolve product-related concerns.
- Coordinate with logistics teams regarding delivery timelines, shortages and order fulfilment.
- Collaborate with Quality Assurance teams to investigate complaints and implement corrective and preventive actions (CAPA).
- Work with Sales, Business Development and Operations teams to improve customer satisfaction.
- Ensure timely communication of operational disruptions and resolution timelines to affected customers.

5. Team Management & Development

- Lead, train, motivate and supervise the customer support team.
- Allocate responsibilities, monitor productivity and ensure adherence to service standards.
- Conduct regular training on customer handling, communication, escalation management and product knowledge.
- Establish individual and team performance targets.
- Conduct periodic performance reviews and provide constructive feedback.

6. Customer Experience & Process Improvement

- Identify opportunities to improve customer support processes and overall service efficiency.
- Introduce automation, CRM tools and structured ticketing systems wherever appropriate.
- Analyse customer feedback to recommend improvements in products, packaging, delivery and service.
- Develop customer retention initiatives through proactive engagement and effective grievance handling.
- Work towards reducing repeat complaints and improving first-contact resolution.

7. MIS, Reporting & Performance Monitoring

- Prepare daily,



weekly and monthly customer support performance reports.
- Monitor complaint volumes, resolution timelines, customer satisfaction and recurring issues.
- Maintain accurate records of complaints, escalations, resolutions and pending cases.
- Present customer insights and service improvement recommendations to management.
- Track trends and highlight potential operational risks arising from customer feedback.

Qualifications & Experience

Educational Qualification

- Bachelor's degree in Business Administration, Hotel Management, Food Technology or a related discipline.
- MBA or postgraduate qualification in Operations, Customer Relationship Management or a related field will be an added advantage.

Experience

- 4–6 years of experience in customer support, customer service or customer experience management.
- Minimum 2–3 years of experience managing a customer support team.
- Prior experience in Food Manufacturing, FMCG, QSR, Cloud Kitchens, Food Delivery or B2B Food Service is strongly preferred.
- Experience handling restaurant partners, distributors or institutional clients will be an advantage.

Required Skills & Competencies

- Excellent verbal and written communication skills in English and Hindi. Knowledge of regional languages will be an advantage.
- Strong customer complaint handling and conflict resolution skills.
- Understanding of food manufacturing operations, order fulfilment, quality standards and supply chain processes.
- Ability to manage high-pressure situations and time-sensitive escalations.
- Strong analytical skills and proficiency in MS Excel, MIS reporting and CRM platforms.
- Strong leadership, team management and interpersonal skills.
- Customer-centric mindset with a strong sense of ownership and accountability.

Preferred Candidate Profile We are looking for someone who:

- Takes complete ownership of customer issues rather than merely forwarding complaints.
- Can effectively coordinate with multiple departments to deliver solutions.
- Understands the urgency of customer concerns in the food industry, where quality, freshness and delivery timelines are critical.
- Can balance customer expectations with operational realities.
- Uses customer feedback to identify opportunities for process improvement.
- Is comfortable working in a growing organisation with evolving systems and processes.
- Can build a customer support function that is responsive, accountable, data-driven and focused on customer retention.

📌 Customer Success Manager (Bengaluru)
🏢 Dil Foods
📍 Bengaluru