Assistant Manager Customer Support

Job title: Assistant Manager, Customer Support

Location: Gurgaon, India

Reporting to: AVP, Customer Support

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Integration & Support Manager who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Responsibilities:

• Resolve complaints within the defined SLA and maintain 24/7 team availability to address customer concerns promptly.
• Analyze recurring complaint patterns, identify key attributes, and collaborate with ground operations and tech teams to implement root-level solutions.
• Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
• Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
• Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
• Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
• Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
• Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
• Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

What you'll need:

We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisions—whether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate:

• High level of commitment, availability and accountability - non negotiable
• We prefer to hire someone who owns the failure and has courage to accept and work towards closure
• Courage to pin point problem and effectively communicate to the respective stakeholders, drive changes
• Bachelor's degree or MBA, with a minimum of 5+ years of experience in a relevant role is a must and any of the following is a must- Program management experience in ecommerce, quick commerce or food aggregator, min 3 years with proven track record of solving at least 2 customer pain points and cost saving initiatives OR Experience in designing supply chain products and strategy that resulted in significant cost reduction.
• Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
• Solid project management skills and ability to create micro projects to achieve key objectives
• Meticulous planning, drive for execution, relentless pursuit and eagerness
• Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation
• Outstanding communication skills, along with strong data interpretation and documentation abilities

Who will excel?

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.