Customer Success Manager

Key Responsibilities

1. Lead Customer Experience Programs

• Own the entire lifecycle of CX special initiatives, including:

Ideation and prioritization

BRD and SOP development

Workflow planning and success metric definition

Cross-functional coordination

Launch and post-launch monitoring

• Drive data-led decision-making using tools like RGP (Root Gap Prediction), CSAT/NPS analysis, and TAT dashboards. 

2. Manage & Coach CSRs

• Lead, manage, and mentor a team of Customer Service Representatives (CSRs).
• Ensure CSRs follow standard protocols for customer calls (e.g., welcome calls within 48 hours).
• Drive performance improvement through regular training, script adherence, and feedback loops.
• Establish a review rhythm for CSR activities daily huddles, weekly reporting, and monthly performance evaluations. 

3. Own Escalation Management

• Be the primary escalation anchor for unresolved or high-priority customer issues.
• Monitor priority WA groups, escalations, CRM systems, and red-flag dashboards daily.
• Collaborate with store teams and internal departments to resolve critical project delays.

4. Dispatch Payment Collection Oversight

• Supervise CSR and Leads’ efforts in reaching out to customers for payment collection before dispatch.
• Monitor opportunity leakage store-wise and implement proactive interventions.

5. Ensure Feedback Integration

• Lead structured analysis of CSAT, NPS, and customer feedback.
• Implement action plans to reduce repeat issues, improve experience journeys, and enhance resolution quality. 

Qualifications & Skills

• 8–12 years of experience in CX program management, customer service operations, or escalation handling.
• Proven experience leading teams, ideally frontline service reps or CSR teams.
• Strong knowledge of MS Excel, Powerpoint, SOPs, BRDs, CRM systems, and escalation frameworks
• Excellent communication and interpersonal skills — both for internal coordination and customer empathy.
• High attention to detail with a proactive and structured approach to problem-solving.
• Ability to coach and drive performance improvement in a frontline team.

Internal Collaboration

• Work closely with Tech, Product, Design, Dispatch, and Store Ops to ensure cross-functional alignment on initiatives.
• Lead stakeholder reviews on initiative status, CSR and Leads performance, and escalation updates