We’re Hiring | Customer Support & Customer Experience Manager | BrightCHAMPS

? Location: Bengaluru

? Experience: 8–15 Years

? Function: Customer Experience / Customer Support

At BrightCHAMPS, we’re looking for an experienced customer experience leader to own end-to-end customer support operations, drive customer satisfaction, manage escalations, and strengthen refund and chargeback controls.

Key Responsibilities:

- Lead day-to-day customer support operations and team performance.
- Manage complex customer escalations, complaints, and root cause analysis.
- Drive CSAT, Trustpilot ratings, and overall customer satisfaction.
- Oversee refunds, chargebacks, approvals, and revenue-leakage prevention.
- Track key metrics, including SLA, TAT, FCR, backlog, and quality scores.
- Analyse customer feedback and drive Voice of Customer (VOC) initiatives.




- Collaborate with Product, Sales, Finance, and Operations to resolve recurring issues.
- Build dashboards, coach team members, and share performance insights with leadership.

- What We’re Looking For:

- 8–15 years of experience in Customer Support, Customer Experience, or Customer Success.
- Proven experience managing support teams, escalations, and customer complaints.
- Strong understanding of CSAT, SLA, FCR, and service quality metrics.
- Hands-on experience with refunds, chargebacks, and revenue protection.
- Robust analytical, leadership, and stakeholder management skills.
- Trustpilot and online reputation management experience is a plus.

📌 Customer Care Manager - Retention & Refunds (Bengaluru)
🏢 BrightChamps
📍 Bengaluru