Chief Refund Resolution Manager

3 days ago

Bengaluru, Karnataka, India beBeeCustomerSupport Full time ₹ 9,00,000 - ₹ 18,00,000
Lead Customer Service Refund Specialist

Job Summary

We are seeking a highly skilled and empathetic Lead to manage a team responsible for reviewing and resolving customer refund requests with fairness, timeliness, and exceptional service. The ideal candidate will balance policy adherence with personalized support, ensuring each decision supports a positive customer experience.

  • Serve as a customer advocate, leading with empathy and understanding how every interaction impacts long-term loyalty.
  • Enforce refund policies thoughtfully while identifying and approving well-justified exceptions.
  • Accurately forecast refund case volumes using historical data, seasonal trends, and marketing calendars.
  • Develop staffing and scheduling plans that ensure optimal coverage and performance during high-volume periods.
  • Empower and coach your team to make confident, customer-centric decisions aligned with business goals.
  • Analyze trends in service metrics to improve team performance, decision accuracy, and overall customer satisfaction.
  • Collaborate with the Quality team to review QA results, deliver feedback, and ensure consistency in decision-making.
  • Act as the point of escalation for complex or high-impact cases, delivering prompt and effective resolutions.
  • Work cross-functionally with Customer Experience, Risk, and Finance to align refund processes and ensure operational transparency.
  • Monitor and report on key performance indicators (KPIs) such as resolution time, decision quality, CSAT, and exception rates.
  • Identify recurring issues and policy gaps, providing recommendations for process and policy improvements.
  • Create and present operational insights and recommendations to senior leadership to inform broader CX strategies.
  • Have individual development conversations with team members & work on building strong & technical individuals

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