Customer Experience Team Manager

5 days ago


Ahmedabad, Gujarat, India beBeeLeader Full time ₹ 15,00,000 - ₹ 20,10,000
Job Title

We are seeking a seasoned leader to oversee our 24x7 customer support center. This role is pivotal in ensuring seamless coordination across all divisions to deliver exceptional customer service, manage roadside assistance, handle product complaints, and drive continuous improvement in customer experience.

Key Responsibilities:
  • Lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.
Responsibilities Include:
  • Roadside Assistance (RSA) Operations: Manage third-party RSA vendors to ensure SLA adherence and service quality.
  • Product Complaints Management: Oversee the end-to-end handling of product-related complaints.
  • General Inquiry Management: Supervise accurate and timely responses to customer queries.
  • Escalation Handling: Ensure prompt acknowledgment and resolution of escalation emails.
Detailed Objectives:
  1. Maintain real-time dashboards for RSA, complaints, post-service feedback, and inquiries.
  2. Generate and present periodic performance reports with actionable insights.
  3. Foster a customer-first culture within the team.

Seeking a strong communicator with excellent leadership skills to manage and motivate a high-performing team.



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