Job Title: Assistant Manager – CX

Location: MIDC, Andheri East

Experience: Min 5 Years

Website: https://www.lovelocal.in

About LoveLocal:

LoveLocal (formerly known as m.Paani) is bringing your Trusted Local Shops Online and empowering them to deliver the neighbourhood shopping experience of the future. Online Ordering, Fastest delivery, Exciting Offers and Savings, Digital Payments and much more. Order all your daily essentials in one place - groceries, fresh fruits and vegetables, OTC Medicines, Dairy Products, Home & Personal Care Products and a lot more!

LoveLocal is looking for an Assistant Manager – Customer Experience to lead and scale our customer support operations. The role requires strong experience in team handling, KPI management, and process excellence across chat and voice support in a high-volume Quick Commerce or E-commerce environment.

Key Responsibilities:

• Lead and manage a CX team of 20–50+ agents handling chat and voice support

• Own and improve key CX KPIs: AHT, FCR, CSAT, NPS, QA

• Monitor productivity, adherence, and queue management

• Drive coaching, performance reviews, and team upskilling

• Own SOP documentation, process mapping, and RCA

• Handle customer escalations and ensure SOP compliance

• Work closely with Product, Tech, Ops, and Supply teams to improve customer journeys

• Prepare and present performance reports with actionable insights

• Support hiring, onboarding, and training

Requirements

• 4–7 years of CX / Customer Support experience

• Mandatory experience in Quick Commerce or E-commerce

• Proven people management experience (mid-to-large teams)

• Hands-on experience with chat & voice operations

• Strong understanding of AHT, FCR, CSAT, NPS

• Experience with CRM/helpdesk tools (preferably Zendesk) and telephony systems

• Strong communication and stakeholder management skills

• Data-driven, with good working knowledge of Excel / Google Sheets

• Basic understanding of CX automation / bot flows

Good to Have

• Experience in hyperlocal / last-mile delivery

• Exposure to 24x7 or shift-based operations

Assistant Customer Service Manager