Customer Service Manager

The RoleWe’re looking for a Customer Service Manager to lead a team of 5–10 Customer Service Executives and ensure our customers receive quick, thoughtful and effective support.You’ll be the go-to person for complex customer issues and escalations, while also helping the team improve every day.

What You’ll Do

• Lead and support a team of 5–10 Customer Service Executives
• Handle customer escalations and ensure they are resolved quickly
• Make sure all customer calls and issues receive a timely response
• Take ownership of issues from escalation to closure
• Work closely with Operations, Professionals, Finance and Training teams
• Coach the team on handling difficult customer situations
• Track key metrics like response time, resolution time, quality and productivity
• Identify recurring issues and help improve processes

What We’re Looking For

• 3–6 years of experience in Customer Service, CX or Operations
• Prior experience managing a customer service team is mandatory
• Excellent spoken and written English and good Hindi communication
• Strong problem-solving and decision-making skills
• Calm and confident when dealing with unhappy customers
• High ownership — you follow through until the issue is solved
• Comfortable working in a fast-paced environment
• Experience with CRM or customer support tools is a plus

What Success Looks Like Happy customers. A strong CS team. Faster resolutions. Fewer repeat issues.

If you enjoy solving problems, leading people and making the customer experience better, we’d love to hear from you.