Senior Manager - Customer Support

Role Overview:

We are looking for a strong operations-driven Sr. Manager to lead Customer Support, drive performance from the ground level, and build a high-impact, customer-first team.

Key Responsibilities:

- Own and drive end-to-end customer support operations across Chat, Email, and Voice channels

- Monitor and improve key metrics (NPS, CSAT, TAT, productivity, etc.)

- Lead from the front — stay closely connected with ground operations

- Manage and mentor a team of Team Leads and Managers - Drive team performance, engagement, and capability building

- Define clear career paths and growth plans for team members and leaders

- Plan and execute operational strategies for efficiency and scale

- Identify gaps and implement process improvements and optimizations

- Work closely with cross-functional teams to resolve systemic issues

- Drive monthly Org OKRs and ensure alignment across teams

- Handle and manage ORM (Online Reputation Management) and define strategies to reduce escalations

- Use data and analytics to make informed decisions and forecasts

Key Requirements:

- Experience working with D2C brands is preferred

- Omni-channel experience (Retail + Online) is highly desirable

- Strong operations background in Customer Support / CX

- Proven experience in managing Chat, Email, and Voice operations

- Highly number-driven with a focus on performance metrics

- Proven experience in managing managers / group of leaders

- Strong analytical and problem-solving skills

- Experience in planning, forecasting, and operations optimization

- Hands-on experience in ORM and escalation management strategies

- Ability to drive execution from strategy to ground-level impact

- Excellent stakeholder management and communication skills

- A people-oriented leader with a strong focus on team development and career progression

- Experience working in a startup environment is preferred