Customer experience manager

QubeHealth-Pay · Mumbai, India

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