Customer Success Manager

Job Description

Job Title: Customer Success Manager Travel / OTA / Contact Centre - BPO Location: Kochi - India Department: Customer Service / Operations Type: Full-Time Job Summary: We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, or travel agency) to lead and enhance our customer support operations. The ideal candidate will bring expertise in customer service frameworks such as Six Sigma, Lean, COPC, or ITIL , and a track record of driving service excellence , process optimization , and team performance . Key Responsibilities: Lead & Manage Customer Service Operations : Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction. Performance Management : Set KPIs, monitor service levels, and implement performance improvement initiatives. Team Leadership : Manage, mentor, and develop a team of supervisors, team leads, and customer service agents. Customer Journey & Escalation Handling : Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey. Process Optimization : Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement. Training & Quality Assurance : Design and deliver training programs and quality assurance processes to maintain high service standards. Technology Integration : Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce). Reporting & Insights : Generate operational reports, identify trends, and present actionable insights to senior management. Compliance & SLA Management : Ensure compliance with service level agreements, data protection policies, and regulatory guidelines. Customer Feedback Loop : Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.). Requirements: Bachelors degree in Business, Tourism, Operations, or related field. MBA preferred. Minimum 58 years in a customer service leadership role, preferably within online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients . Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues). Certification in Six Sigma (Green Belt or higher) or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage. Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools). Strong analytical and problem-solving skills. Excellent communication, interpersonal, and conflict-resolution skills. Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed. Preferred Skills: Multilingual capability (English is a must; Hindi, and/or other languages a plus). Prior experience with automation tools, chatbots, and self-service platforms. Proven ability to drive CSAT and NPS improvements. Experience managing distributed/remote teams.