Customer experience manager

Job Description: Manager: Customer Experience
Job Title: Customer Experience Supervisor
Role Summar
y We are looking for a hands-on Customer Experience Supervisor to manage our daily call and ticket operations. The role focuses on ensuring fast resolution, quality control, and disciplined execution by the CX team
This is an execution-focused role responsible for managing a team of Customer Service Associates and ensuring smooth day-to-day operations
.
A. Key Responsibiliti
es1. Daily Operations Manageme
nt Monitor inbound/outbound calls and ticket volu
me Ensure tickets are responded to and resolved within defined timelin
es Escalate critical issues to management prompt
ly Ensure no backlog builds
up2. Call Quality & Audi
ts Conduct regular call audi
ts Provide structured feedback to associat
es Maintain quality checklists and ensure adheren
ce3. Team Supervisi
on Manage 3–6 Customer Service Associat
es Track daily productivity and attendan
ce Maintain performance scorecar
ds Provide on-floor support during escalatio
ns4. Process Adheren
ce Ensure SOPs are followed consistent
ly Maintain documentation of common issues and resolutio
ns Coordinate with the tech/product team for recurring issu
es5. Reporti
ng Share daily and weekly reports o
n: First Response Ti
me Resolution Ti
me Escalatio
ns Call Quality Sco
re
B. Ideal Candidate Prof
ile2–4 years of experience in customer support/operati
ons Prior experience managing a small team (3–5 people preferr
ed)Strong communication in Hindi & Engl
ish Comfortable using ticketing tools (Zoho Desk / simil
ar)Basic Excel / Google Sheets ski
lls Based in Mumbai, work from the office (Verso
va)
C. BASIC DET
AILSReporting To: Head o
f CXJob T ype: Full-Time, Work From Of
fice Locat ion: Versova, Andheri West, Mu
mbai