Customer Success Manager-Customer Experience (Special Initiatives & Escalation Management)

Key Responsibilities

1. Lead Customer Experience Programs

Own the entire lifecycle of CX special initiatives, including:

Ideation and prioritization

BRD and SOP development

Workflow planning and success metric definition

Cross-functional coordination

Launch and post-launch monitoring

Drive data-led decision-making using tools like RGP (Root Gap Prediction), CSAT/NPS analysis, and TAT dashboards.

2. Manage & Coach CSRs

Lead, manage, and mentor a team of Customer Service Representatives (CSRs).

Ensure CSRs follow standard protocols for customer calls (e.g., welcome calls within 48 hours).

Drive performance improvement through regular training, script adherence, and feedback loops.

Establish a review rhythm for CSR activities daily huddles, weekly reporting, and monthly performance evaluations.

3. Own Escalation Management

Be the primary escalation anchor for unresolved or high-priority customer issues.

Monitor priority WA groups, escalations, CRM systems, and red-flag dashboards daily.

Collaborate with store teams and internal departments to resolve critical project delays.

4. Dispatch Payment Collection Oversight

Supervise CSR and Leads efforts in reaching out to customers for payment collection before dispatch.

Monitor opportunity leakage store-wise and implement proactive interventions.

5. Ensure Feedback Integration

Lead structured analysis of CSAT, NPS, and customer feedback.

Implement action plans to reduce repeat issues, improve experience journeys, and enhance resolution quality.

Qualifications & Skills

812 years of experience in CX program management, customer service operations, or escalation handling.

Proven experience leading teams, ideally frontline service reps or CSR teams.

Strong knowledge of MS Excel, Powerpoint, SOPs, BRDs, CRM systems, and escalation frameworks.

Excellent communication and interpersonal skills both for internal coordination and customer empathy.

High attention to detail with a proactive and structured approach to problem-solving.

Ability to coach and drive performance improvement in a frontline team.

Internal Collaboration

Work closely with Tech, Product, Design, Dispatch, and Store Ops to ensure cross-functional alignment on initiatives.

Lead stakeholder reviews on initiative status, CSR and Leads performance, and escalation updates.