Manager – Customer Service

Experience: 6–12 years

Location: North Goa

Key Responsibilities

• Manage a portfolio of high-value SME/D2C clients, ensuring smooth operational support and a positive client experience.
• Act as the primary escalation point for client concerns, primarily raised via the support ticketing platform.
• Drive timely resolution of client issues by coordinating with internal teams such as Operations, Product, Tech, and Sales.
• Conduct regular performance review calls with clients to discuss service performance, highlight improvements, and address concerns.
• Handle critical escalations through direct communication (calls/meetings) when faster intervention is required.
• Perform root cause analysis (RCA) for recurring issues and work with internal teams to implement permanent corrective actions.
• Monitor support and operational metrics, identify trends, and drive continuous service improvements.
• Work with cross-functional teams to improve processes, SOPs, and support mechanisms for better client experience.
• Maintain transparent and proactive communication with clients on issue status, resolution timelines, and service improvements.
• Capture client feedback and insights to help drive product, operational, and service enhancements.

Preferred Skills

• Strong client relationship and stakeholder management skills
• Experience in handling client escalations and service recovery
• Ability to drive cross-functional coordination to resolve complex issues
• Strong analytical and problem-solving mindset with RCA capability
• Excellent communication and presentation skills