Customer Service Manager

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Experience Required:

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).