Customer Service Manager

Customer Service Manager

Company:

About CareOff

CareOff is building Indias most trusted caregiving platform, connecting families with verified professionals for elder care, child care, companionship, and home support. We focus on service quality, trust, and professionalism.

This role is ideal for a leader who can build systems, scale teams, and own customer experience end-to-end.

Role Overview

Customer Service Manager

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and scale high-performing customer service teams
  
• Coach Team Leads and Executives on empathy, quality, and performance
  
• Drive accountability through reviews, feedback, and training
  
• Support hiring, onboarding, and capacity planning
  

Operations & Service Excellence

• Own SLAs, CSAT, FCR, productivity, and quality metrics
  
• Manage support across calls, WhatsApp, chat, email, and in-app tickets
  
• Act as final escalation point for priority or sensitive cases
  
• Ensure SOP compliance for bookings, cancellations, emergencies, and disputes
  

Process & Continuous Improvement

• Identify workflow gaps and improve using data insights
  
• Collaborate with Operations, Product, Training, and Tech teams
  
• Drive automation, optimization, and process standardization
  
• Maintain documentation, dashboards, and performance reports
  

Required Experience & Skills

• 7+ years in customer service/operations
  
• 4+ years as Team Lead or Manager
  
• Experience managing large teams with performance metrics
  
• Strong escalation handling and decision-making abilities
  
• Excellent verbal and written communication
  
• Customer-first mindset with high ownership
  
• Comfortable with 7-day operations and onsite work
  

Preferred Background

• Experience in Swiggy, Zomato and Urban Company, or similar platforms
  
• Exposure to BFSI or SaaS support
  
• Familiarity with CRM, ticketing systems, QA frameworks
  
• Experience building SOPs and scaling service operations
  

Why Join CareOff?

• Lead customer experience for a fast-growing caregiving platform
  
• High-ownership leadership role with meaningful impact
  
• Opportunity to build systems from early growth to scale
  
• Work with a mission-driven, execution-focused leadership team
  

Location: