Assistant Manager, Customer Support

Job title: Assistant Manager, Customer Support Location: Hyderabad Reporting to: Senior Manager, 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 Assistant Manager, Customer Support 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. This role manages 24x7 digital support operations from partner locations, ensuring service level compliance and high-quality, empathetic customer interactions. Responsibilities include driving SLAs and KPIs, monitoring and improving performance with Ops methodologies, standardizing processes, leading workforce management and onboarding, and collaborating across teams for continuous CX enhancements. The leader oversees agent engagement, complaints resolution, and regular reporting, ensuring policy adherence and ongoing improvements in customer experience. Responsibilities: Manage 24x7 support operations across Email, Chat, and digital channels, ensuring uninterrupted service from partner locations. Drive adherence to SLAs and KPIs such as CSAT, FRT, AHT, backlog, repeat contact rate, quality, and productivity. Ensure high-quality, empathetic, and timely customer interactions through audits, CSAT monitoring, and escalation management. Partner with QA & Training to calibrate performance and upskill agents; identify development areas via performance management tools. Ensure timely hiring, onboarding, and ramp-up of agents and leads, plus adherence to workforce management protocols (rostering, shift and break planning). Deliver regular reports and insights with actionable recommendations to CS leadership for process improvements. Represent Voice of Customer (VoC) and lead cross-functional CX initiatives. Drive team engagement through R&R programs and organized skip-level connections. Prepare RCAs for complex cases and implement corrective actions to prevent recurrence. Uphold company policies, regulatory requirements, and industry standards in all complaint resolution processes. Develop and manage a robust complaints resolution team of skilled, high-performing agents. Continuously enhance team productivity and customer satisfaction, leveraging automation and self-serve solutions (AI bots, templates, macros). 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: 8-10 years of hands-on experience in BPO/Contact Center operations, preferably in Quick Commerce or Ecommerce. Proven track record in managing high-volume, multi-channel support operations. Experience with tools like Zoho, Freshdesk (CRM), QA and analytics etc Solid skills in MIS reporting, SLA governance, and process compliance Excellent English communication (both written, oral) and stakeholder management skills. Strong analytical and crisis management capabilities. Ability to work collaboratively in a fast-paced, dynamic environment. 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 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 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.