Customer Service Operations Manager

12 hours ago

Lucknow, Uttar Pradesh, India beBeeCustomerSupport Full time ₹ 82,00,000 - ₹ 1,24,00,000

Job Title: Customer Service Operations Manager

Location: India

Reporting to: Director, Customer Support

About the Role:

We're building an ecosystem of digital products and services that power everyday life across the region – fast, scalable, and deeply customer-centric. Our mission is to deliver exceptional customer experiences every day. We want to redefine what technology can do in this region, and we're looking for a skilled Customer Service Operations Manager who can help us move even faster.

Our Mission:

Delivering exceptional customer experiences every day.

Responsibilities:

  • Resolve complaints within defined service level agreements 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.

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