Assistant Customer Service Manager

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 2050+ 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

47 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