Senior Customer Success Manager - Interior Industry

About Us

Role Summary

We are looking for an experienced Escalation Manager to own high-severity customer escalations, streamline service processes, and drive cross-functional issue resolution in the residential interiors domain. The role requires strong operational expertise, stakeholder management, CRM proficiency, and a proven track record of improving service timelines and customer satisfaction.

Key Responsibilities

• Manage end-to-end customer escalations with clear triage, prioritization, and ownership of closure.
• Design, implement, and enforce escalation SOPs, SLAs, and KRAs.
• Drive reduction in service timelines and repeat issues through root-cause analysis and preventive actions.
• Automate ticket routing, reporting, and dashboards within the CRM to improve resolution efficiency.
• Lead and mentor service teams across multiple branches; oversee hiring, training, and performance management.
• Collaborate closely with Design, Execution, Quality, Procurement, and Finance teams to unblock issues and meet service commitments.
• Conduct weekly operational reviews and monthly cross-functional meetings to track trends and preventive measures.
• Manage vendor/coordinator alignment for timelines, quality, and corrective actions.
• Present escalation data, insights, and improvement plans to senior management.
• Manage and mentor a team of Customer Relationship Managers (CRMs) to ensure high-quality service delivery and timely escalation resolution.

Key Metrics (KPIs)

• Reduced service resolution timelines.
• Improved SLA compliance for escalations.
• Lower repeat escalation rate.
• Enhanced customer satisfaction (CSAT/NPS).
• CRM automation impact on turnaround times and ticket accuracy.

Required Skills & Experience

• 3+ years in Customer Experience, Operations, or Service Management (interiors/home services preferred).
• Strong experience handling escalations and coordinating across multiple internal teams.
• Proven ability to implement SOPs, SLAs, and process improvements.
• Team leadership experience across distributed locations.
• CRM, ticketing, reporting, and data analysis skills.
• Excellent communication and conflict-resolution skills.

What We Offer

• Competitive salary + performance bonuses.
• Work from office model in Bangalore.
• Health insurance & wellness programs.