Aisle is Hiring | Manager - Customer Delivery | Bangalore

Info Edge; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Info Edge Limited, Bangalore, is seeking a hands-on Customer Operations Manager to lead our Support and Content Operations functions. You will drive CSAT/NPS improvements, manage the full support journey, and build a motivated, high-performing team across channels and moderation workflows.

The role requires 5–7 years in customer delivery with 2–3 years of people management, plus experience with Freshdesk/Zendesk and data dashboards.

Qualifications

• 5–7 years of experience in customer delivery, customer support, community operations or content moderation.
• at least 2–3 years managing teams.
• Hands-on ownership of CSAT, NPS, FRT and quality scores.
• Experience with support tools (Freshdesk, Zendesk or similar) and dashboards.

Responsibilities

• Own the full support journey, from first contact to resolution, across all channels.
• Drive and report on CSAT, NPS and First Response Time (FRT), along with resolution time, backlog and reopen rates.
• Set and meet FRT and SLA targets as volumes scale, without letting quality slip.
• Keep macros, FAQs and workflows current with every product release.
• Handle sensitive escalations (safety concerns, harassment, profile disputes) with empathy and sound judgement.
• Lead profile and content moderation so the platform stays authentic, safe and respectful.
• Build scalable moderation processes with clear quality checks, turnaround times and escalation paths.
• Spot behaviour and complaint patterns early and act before they become member-facing problems.
• Lead and grow a team of support and content specialists, including team leads.
• Set clear goals, track individual and team performance, and coach for both quality and productivity.
• Plan capacity, shift coverage and workload as the business grows.
• Build a culture of ownership, learning and high standards.
• Turn tickets, complaints and NPS verbatims into clear, prioritised recommendations for Product and Business.

Skills

CSAT & NPS

FRT management

People leadership

Process improvement

Cross-functional collaboration

Tools

Freshdesk

Zendesk

Job description

Manager, Customer Delivery: Support & Content Operations

Aisle | Bangalore

About the Role

We are looking for a hands‑on, people‑oriented Customer Operations Manager to lead our Customer Support and Content Operations functions. This role will be responsible for ensuring a seamless user experience, maintaining high‑quality support and moderation standards, and building a productive, motivated team.

The ideal candidate is empathetic, highly organized, and proactive, with the ability to understand user concerns beyond what is explicitly communicated. You will work closely with cross‑functional teams to turn user feedback into actionable insights, improve processes, and ensure our users have a safe, positive, and meaningful experience on our platform. What Youll Own

Service Delivery & Member Support

• Own the full support journey, from first contact to resolution, across all channels
• Drive and report on CSAT, NPS and First Response Time (FRT), along with resolution time, backlog and reopen rates
• Set and meet FRT and SLA targets as volumes scale, without letting quality slip
• Keep macros, FAQs and workflows current with every product release
• Handle sensitive escalations (safety concerns, harassment, profile disputes) with empathy and sound judgement

Content Operations & Moderation

• Lead profile and content moderation so the platform stays authentic, safe and respectful
• Build scalable moderation processes with clear quality checks, turnaround times and escalation paths
• Spot behaviour and complaint patterns early and act before they become member‑facing problems

Team Leadership

• Lead and grow a team of support and content specialists, including team leads
• Set clear goals, track individual and team performance, and coach for both quality and productivity
• Plan capacity, shift coverage and workload as the business grows
• Build a culture of ownership, learning and high standards

Insights & Process Improvement

• Turn tickets, complaints and NPS verbatims into clear, prioritised recommendations for Product and Business
• Maintain a structured repository of member feedback and recurring issues that stakeholders can use
• Find operational gaps, remove friction, and introduce tools and automation that improve efficiency and consistency
• Run regular CSAT/NPS reviews and close the loop on detractor feedback

What Success Looks Like

• Improving CSAT and NPS quarter on quarter
• Faster FRT and resolution times at higher volumes
• Moderation that is both fast and accurate
• A motivated, low‑attrition team with clear growth paths
• Product improvements that came directly from your insights

What We’re Looking For

• 5–7 years of experience in customer delivery, customer support, community operations or content moderation, with at least 2–3 years managing teams
• Hands‑on ownership of CSAT, NPS, FRT and quality scores, with a record of moving them
• Experience with support tools (Freshdesk, Zendesk or similar), QA frameworks and dashboards
• The ability to read between the lines, understand what a member really needs, and handle delicate situations well
• Strong people skills: you motivate, coach and hold teams accountable
• A structured, detail‑oriented approach, balanced with a bias for action
• Comfort in a fast‑paced, scaling environment where priorities shift