Customer Experience Manager

Job Description: Manager: Customer Experience Job Title: Customer Experience Supervisor Role Summar yWe 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 ntMonitor inbound/outbound calls and ticket volu meEnsure tickets are responded to and resolved within defined timelin esEscalate critical issues to management prompt lyEnsure no backlog builds up2. Call Quality & Audi tsConduct regular call audi tsProvide structured feedback to associat esMaintain quality checklists and ensure adheren ce3. Team Supervisi onManage 3–6 Customer Service Associat esTrack daily productivity and attendan ceMaintain performance scorecar dsProvide on-floor support during escalatio ns4. Process Adheren ceEnsure SOPs are followed consistent lyMaintain documentation of common issues and resolutio nsCoordinate with the tech/product team for recurring issu es5. Reporti ngShare daily and weekly reports o n:First Response Ti meResolution Ti meEscalatio nsCall Quality Sco re B. Ideal Candidate Prof ile2–4 years of experience in customer support/operati onsPrior experience managing a small team (3–5 people preferr ed)Strong communication in Hindi & Engl ishComfortable using ticketing tools (Zoho Desk / simil ar)Basic Excel / Google Sheets ski llsBased in Mumbai, work from the office (Verso va) C. BASIC DET AILSReporting To: Head o f CXJob T ype: Full-Time, Work From Of ficeLocat ion: Versova, Andheri West, Mu mbai