Senior Manager – Customer Care

Job Description

Job Title: Senior Manager – Customer Care Location: Kochi Joining: Immediate Job Summary: We are seeking an experienced and dynamic Senior Manager – Customer Care to lead our customer service operations. The ideal candidate must have hands-on experience in managing teams and handling cloud-based customer support software. This role demands excellent communication skills, a strategic mindset, and the ability to drive customer satisfaction across all touchpoints. Key Responsibilities: Lead and manage the day-to-day operations of the customer care team. Ensure the efficient use of cloud-based CRM tools (such as Salesforce, Freshdesk, Zendesk, etc.) to manage customer interactions. Monitor team performance and implement improvements to enhance productivity and service quality. Develop and maintain SOPs for customer handling processes. Handle escalations and ensure timely resolution of complex customer issues. Train, coach, and mentor team leads and customer service executives. Analyze customer feedback, prepare reports, and present performance metrics to leadership. Collaborate with cross-functional teams (Sales, Tech, Product) to improve customer experience. Ensure adherence to service level agreements (SLAs) and quality standards. Qualifications and Requirements: Graduate in any discipline. Minimum 5 years of experience as a Team Lead or equivalent in customer service. Strong experience in managing cloud-based customer support platforms. Excellent verbal and written communication skills in English. Proven ability to lead and motivate teams. Strong problem-solving skills and ability to work under pressure. Immediate availability is preferred. Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹35,000.00 per month Schedule: Day shift Ability to commute/relocate: Ernakulam, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Language: English (Preferred) Work Location: In person