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.
Robust understanding of CSAT, SLA, FCR, and service quality metrics.
Hands-on experience with refunds, chargebacks, and revenue protection.
Solid analytical, leadership, and stakeholder management skills.
Trustpilot and online reputation management experience is a plus.

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