Customer Success Manager

About the Role

We are looking for a Customer Success Manager with 5–6 years of experience in managing customer queries, escalations, and overall experience across multiple channels. The role involves driving customer satisfaction, safeguarding brand reputation, ensuring process excellence, leading teams, and enabling cross-functional collaboration.

Key Responsibilities:

1. Customer Query & Escalation Management

• Ensure timely and effective resolution of all queries and escalations on social media and inbound calling channels.
• Maintain agreed response (TAT) and resolution times.
• Monitor service levels (first response rate, handling time, resolution rate).

2. Customer Experience & Satisfaction

• Drive positive customer engagement and sentiment across platforms.
• Reduce negative mentions and escalations through proactive intervention.
• Improve customer satisfaction (CSAT).

3. Brand Reputation Management

• Safeguard and enhance brand image with professional, empathetic, and brand-aligned communication.
• Manage high-impact escalations impacting public perception.
• Identify feedback trends to mitigate reputational risks.

4. Process Excellence & Quality Control

• Define, document, and refine SOPs for query and escalation handling.
• Monitor quality of responses via audits, coaching, and feedback.
• Ensure compliance with company policies and industry standards.

5. Team Leadership & Performance

• Lead, coach, and motivate the customer success team.
• Conduct performance reviews and drive capability building (soft skills, product knowledge, brand tone).
• Manage staffing and shift allocations for peak demand.

6. Analytics & Insights

• Track and report KPIs (response time, resolution rate, sentiment, escalation trends).
• Share insights with product, marketing, and business teams for improvements.
• Support strategic decisions with data-driven recommendations.

7. Cross-functional Collaboration

• Work closely with marketing, product, and operations teams to resolve systemic issues.
• Share customer insights to improve product and service offerings.
• Escalate critical issues to senior management with actionable solutions.

Key Skills & Competencies

• Customer Query & Escalation Management
• Customer Experience & Satisfaction
• Brand Reputation Management
• Process Excellence & Quality Control
• Team Leadership & Performance
• Analytics & Insights
• Cross-functional Collaboration
• Communication & Interpersonal Skills
• Problem-Solving & Decision-Making
• CRM & Support Tools Proficiency

Job Types: Full-time, Permanent

Pay: ₹450,000.00 - ₹550,000.00 per year

Benefits:

• Leave encashment
• Provident Fund

Application Question(s):

• Are you comfortable with the On-site work in Okhla Phase II?
• What is your current salary?
• How much did you scored in your 10th?
• How much did you scored in your 12th?

Work Location: In person