Customer Service Manager

4 days ago

Gurgaon, Haryana, India Astroyogi Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Location:
WFO, Gurgaon, Haryana

Job Type:
Full-time

Experience Required:
Minimum 5 years

Role Summary:

The Customer Experience & Support Operations Manager will own the experience of our customers by ensuring high quality support, driving metrics for satisfaction and resolution, and improving processes to boost efficiency. This role combines customer service leadership with quality assurance and process optimization responsibilities. The ideal candidate will have strong analytical skills, experience managing teams, and a customer‑first mindset, especially in a technology‑driven / online services environment.

Key Responsibilities:

  • Lead, manage & mentor the customer support team (phone, chat, email etc.) to ensure timely, accurate and empathetic responses to customer queries/issues.
  • Define, monitor & improve key customer support metrics: response time, resolution time, CSAT / NPS / CES, first contact resolution, etc.
  • Build and enforce quality assurance (QA) processes: call/e‑chat reviews, feedback loops, coaching of agents, calibration sessions.
  • Design & maintain standard operating procedures (SOPs) & policies for customer support to ensure consistency & high service levels.
  • Handle escalations from customers; ensure root cause analysis and preventive measures for recurring issues.
  • Collaborate cross‑functionally with Product, Engineering, Operations, Content and other teams to surface customer pain points & feedback, and ensure product/service improvements.
  • Identify and drive continuous improvement initiatives in support workflows, tools, and processes to improve efficiency & quality.
  • Develop & deliver training programs for support staff: onboarding, refresher trainings, best practices, new feature/product training.
  • Generate regular reports & dashboards for senior leadership on support performance, quality metrics, trend analyses and improvement plans.
  • Ensure compliance with legal, privacy, platform/marketplace / regulatory guidelines as relevant (especially since Astroyogi deals with sensitive/spiritual / personal guidance content).

Required Qualifications & Skills:

  • 5‑8 years of overall experience in customer support / service operations, with at least 2 years in a leadership or managerial role.
  • Demonstrated experience in quality assurance / service quality / training / team coaching.
  • Strong analytical & problem solving skills: ability to work with support data, derive insights, define metrics, and act on them.
  • Excellent communication skills (verbal and written), with ability to interact with customers as well as internal stakeholders.
  • Experience with using customer support / ticketing tools / CRM platforms; familiarity with QA/ticket review tools is a plus.
  • Ability to manage escalations confidently and maintain calm in high‑pressure situations.
  • Strong organizational skills, ability to multitask & prioritize.
  • A customer‑first attitude, empathy, attention to detail.
  • Comfortable working in a fast‑paced, changing environment (start‑up / tech‑enabled service background preferred).

  • Customer Service Associate

    3 days ago

    Gurgaon, Haryana, India Cubnet service Full time ₹ 3,12,000 - ₹ 4,49,000 per year

    Customer Support ExecutiveAny Graduate can applyMin 6 Months experience is requiredInternational Voice Process/Chat processExcellent communication Required(No Avg.)Work from office5 Days working,Rotational Shift and Rotational offsSalary- 30k-37k CTCImmediate Joiners OnlyVirtual/F2F InterviewReach Us Job Types: Full-time, Permanent, FresherPay: ₹26,...

  • Customer Service Manager

    4 days ago

    Gurgaon, Haryana, India Airtel Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    GB.HO>Customer Experience.CSM>SAM - GB International>Airtel Centre - GurgaonKey Deliverables • Implementation the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the Customers. • Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance • Identify and...

  • Customer Service Manager

    2 weeks ago

    Gurgaon, Haryana, India GE Vernova Full time

    Summary We are currently seeking a skilled and enthusiastic Customer Service Manager who will be responsible for ensuring exceptional customer experiences managing customer inquiries and escalations and driving operational rigor and people management for assigned contracts Roles and Responsibilities Customer Single Point of Contact SPOC Serve as...

  • Customer Service Manager

    6 days ago

    Gurgaon, Haryana, India Dap Automobiles Private Limited Full time ₹ 3,60,000 - ₹ 5,40,000 per year

    Job Title: Customer Experience Manager (CXM)Location: Gurgaon KIA ShowroomDepartment: Sales - Customer ServiceReporting to: General ManagerJob Summary:The Customer Experience Manager (CXM) is responsible for ensuring an exceptional and seamless experience for every customer visiting the car showroom. This role is the face of the brand, managing the customer...

  • Customer Service Manager

    4 days ago

    Gurgaon, Haryana, India Trip Machine Company Full time ₹ 35,00,000 - ₹ 50,00,000 per year

    At Tripmachine Company, we craft premium motorcycle accessories and lifestyle gear for riders across the world. With a community-first approach, we've built a loyal global rider base by combining exceptional products with exceptional service. We're looking for a Customer Care Manager who can lead our customer engagement, build strong processes, and ensure...

  • Customer Service Operation Manager

    3 days ago

    Gurgaon, Haryana, India Open Mind Services Limited Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Company Description:At Open Mind Services Limited, we help companies take care of their customers through a smart mix of technology and trained professionals. We manage customer interactions via phone calls, WhatsApp, live chat, automated reminders, and chatbot assistance so businesses can focus on their core operations.We collaborate with top hospitals,...

  • Customer service manager

    2 weeks ago

    Gurgaon, Haryana, India TLC DigiTech Pvt. Ltd. Full time

    About UsTLC Digi Tech(P) Ltd is a tech product and services companyproviding end to end digitalsolutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.Set up over 20 years ago, we have a pan India presence and a regional presence in East Africa and Sri Lanka. With our...

  • Customer Service

    1 day ago

    Gurgaon, Haryana, India NatWest Group Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Customer Service & Operations Unit Leader AVP Join us as a Customer Service & Operations Unit LeaderIf you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activities We'll look to you to lead by example by making customer...

  • Customer Service

    1 day ago

    Gurgaon, Haryana, India NatWest Group Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Join us as a Customer Service & Operations Unit LeaderIf you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activitiesWe'll look to you to lead by example by making customer calls to identify and understand customer needs and help...

  • Customer Service Manager

    2 weeks ago

    Gurgaon, Haryana, India TLC DigiTech Pvt. Ltd. Full time

    About UsTLC DigiTech(P) Ltd is a tech product and services companyproviding end to end digitalsolutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.Set up over 20 years ago, we have a pan India presence and a regional presence in East Africa and Sri Lanka. With our...