Customer Support Manager

Company: CareOff Location: Hyderabad (Work From Office) Experience: 7+ Years Total | 4+ Years as Team Lead/Manager About CareOff CareOff is building India’s 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 As a Customer Service Manager, you will lead CareOff’s customer support operations for both customers and caregivers. You will manage Team Leads and Executives, drive service quality, handle escalations, and improve processes. This is a hands-on, onsite role based in Hyderabad. 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 Zomato, Swiggy 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: Hyderabad 🏢 Company: CareOff ✉️ Apply at: support@careoff.com