Assistant Customer Service Manager

LoveLocal; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A fast-growing E-commerce firm in Mumbai is seeking an Assistant Manager – Customer Experience to lead its customer support operations. The ideal candidate should have 4–7 years of experience in customer support, preferably in a Quick Commerce or E-commerce setting, with strong skills in team management and KPI optimization. Responsibilities include managing a CX team, monitoring performance metrics, and improving customer journeys through leadership. This is a full-time position offering growth in a dynamic environment.

Qualifications

• 4–7 years of CX/Customer Support experience.
• Mandatory experience in Quick Commerce or E-commerce.
• Proven people management experience for mid-to-large teams.
• Strong understanding of customer experience metrics like AHT, FCR, CSAT, NPS.

Responsibilities

• Lead and manage a CX team of 20–50+ agents.
• Own and improve key CX KPIs like AHT, FCR, and CSAT.
• Monitor productivity and queue management.
• Handle customer escalations and ensure SOP compliance.

Skills

Team management

KPI management

Process excellence

Communication skills

Data-driven decision making

Customer support experience

Tools

CRM tools (Zendesk)

Telephony systems

Excel

Google Sheets

Job description

Job Title: Assistant Manager – CX

Experience: Minimum 5 Years

Website: https://www.lovelocal.in

About LoveLocal:

LoveLocal (formerly known as m.Paani) is bringing your Trusted Local Shops Online and empowering them to deliver the neighbourhood shopping experience of the future. Online Ordering, Fastest delivery, Exciting Offers and Savings, Digital Payments and much more. Order all your daily essentials in one place - groceries, fresh fruits and vegetables, OTC Medicines, Dairy Products, Home & Personal Care Products and a lot more!

LoveLocal is looking for an Assistant Manager – Customer Experience to lead and scale our customer support operations. The role requires strong experience in team handling, KPI management, and process excellence across chat and voice support in a high‑volume Quick Commerce or E‑commerce environment.

Key Responsibilities

• Lead and manage a CX team of 20–50+ agents handling chat and voice support
• Own and improve key CX KPIs: AHT, FCR, CSAT, NPS, QA
• Monitor productivity, adherence, and queue management
• Drive coaching, performance reviews, and team upskilling
• Own SOP documentation, process mapping, and RCA
• Handle customer escalations and ensure SOP compliance
• Work closely with Product, Tech, Ops, and Supply teams to improve customer journeys
• Prepare and present performance reports with actionable insights
• Support hiring, onboarding, and training

Requirements

• 4–7 years of CX / Customer Support experience
• Mandatory experience in Quick Commerce or E‑commerce
• Proven people management experience (mid‑to‑large teams)
• Hands‑on experience with chat & voice operations
• Strong understanding of AHT, FCR, CSAT, NPS
• Experience with CRM/helpdesk tools (preferably Zendesk) and telephony systems
• Strong communication and stakeholder management skills
• Data‑driven, with good working knowledge of Excel / Google Sheets
• Basic understanding of CX automation / bot flows

Good to Have

• Experience in hyperlocal / last‑mile delivery
• Exposure to 24x7 or shift‑based operations

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industries

Internet Marketplace Platforms, Retail, and Software Development

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