Manager, Customer Delivery: Support & Content Operations

Aisle | Bangalore

About the Role

We are looking for a hands-on, people-oriented Customer Operations Manager to lead our Customer Support and Content Operations functions. This role will be responsible for ensuring a seamless user experience, maintaining high-quality support and moderation standards, and building a productive, motivated team.

The ideal candidate is empathetic, highly organised, and proactive, with the ability to understand user concerns beyond what is explicitly communicated. You will work closely with cross-functional teams to turn user feedback into actionable insights, improve processes, and ensure our users have a safe, positive, and meaningful experience on our platform. What You’ll Own

Service Delivery & Member Support

- Own the full support journey, from first contact to resolution, across all channels
- Drive and report on CSAT, NPS and First Response Time (FRT), along with resolution time, backlog and reopen rates
- Set and meet FRT and SLA targets as volumes scale, without letting quality slip
- Keep macros, FAQs and workflows current with every product release
- Handle sensitive escalations (safety concerns, harassment, profile disputes) with empathy and sound judgement

Content Operations & Moderation

- Lead profile and content moderation so the platform stays authentic, safe and respectful
- Build scalable moderation processes with clear quality checks, turnaround times and escalation paths
- Spot behaviour and complaint patterns early and act before they become member-facing problems

Team Leadership

- Lead and grow a team of support and content specialists, including team leads




- Set clear goals, track individual and team performance, and coach for both quality and productivity
- Plan capacity, shift coverage and workload as the business grows
- Build a culture of ownership, learning and high standards

Insights & Process Improvement

- Turn tickets, complaints and NPS verbatims into clear, prioritised recommendations for Product and Business
- Maintain a structured repository of member feedback and recurring issues that stakeholders can use
- Find operational gaps, remove friction, and introduce tools and automation that improve efficiency and consistency
- Run regular CSAT/NPS reviews and close the loop on detractor feedback

What Success Looks Like

- Improving CSAT and NPS quarter on quarter
- Faster FRT and resolution times at higher volumes
- Moderation that is both fast and accurate
- A motivated, low-attrition team with clear growth paths
- Product improvements that came directly from your insights

What We’re Looking For

- 5–7 years of experience in customer delivery, customer support, community operations or content moderation, with at least 2–3 years managing teams
- Hands-on ownership of CSAT, NPS, FRT and quality scores, with a record of moving them
- Experience with support tools (Freshdesk, Zendesk or similar), QA frameworks and dashboards
- The ability to read between the lines, understand what a member really needs, and handle delicate situations well
- Strong people skills: you motivate, coach and hold teams accountable
- A structured, detail-oriented approach, balanced with a bias for action
- Comfort in a rapid-paced, scaling environment where priorities shift

📌 Aisle is Hiring || Manager - Customer Delivery || Bangalore (Bengaluru)
🏢 Info Edge
📍 Bengaluru