Customer Service Manager

GoodSpace AI; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading tech company in Gurugram is looking for a Customer Experience Lead to enhance the customer journey and manage a dedicated support team. This role emphasizes building a premium customer experience function while ensuring communication aligns with brand values. The ideal candidate should have 3-5 years in customer experience management, able to balance empathy with business needs, and skilled in using CRM tools. The position offers a chance to drive innovation in customer support and make impactful changes within the company.

Qualifications

• 3 - 5 years of experience in customer experience or support operations.
• Experience in building or scaling support functions, not just executing tasks.
• Ability to balance empathy with business constraints.

Responsibilities

• Own the complete customer journey across all communication platforms.
• Lead and manage customer support team and define quality standards.
• Develop and optimize SOPs for handling customer scenarios.

Skills

Customer experience management

CRM tools

Communication skills

Analytical mindset

Tools

DelightChat

Zendesk

Shopify

Job description

We are looking for a Customer Experience Lead who will own and elevate the end-to-end customer journey. This role goes beyond support - it is about building a structured, scalable, and premium customer experience function aligned with the brand’s values.

You will lead the support team, define processes, implement systems, and ensure every customer interaction reflects our commitment to quality and transparency.

Key Responsibilities

1. Customer Experience Ownership

• Own the complete customer journey across WhatsApp, Email, Social Media, and CRM platforms
• Ensure all communication aligns with the brand’s premium tone and values
• Define and maintain response quality standards, tone, and SLAs
• Lead and manage customer support executives and supervisors
• Build structured training programs for product knowledge and communication
• Conduct regular performance reviews, audits, and feedback sessions

3. SOPs & Process Excellence

• Develop and optimize SOPs for all customer scenarios
• Eliminate duplication and inconsistencies across channels
• Improve key metrics: response time, resolution time, and closure rates
• Handle complex customer cases, escalations, and disputes
• Balance customer satisfaction with operational feasibility

5. Systems & Automation

• Work with tools like DelightChat, Zendesk, or Shopify
• Drive automation and AI-assisted support solutions
• Build and maintain a scalable knowledge base

6. Cross-functional Collaboration

• Translate customer feedback into actionable insights
• Work closely with production, logistics, and leadership teams
• Identify recurring issues and drive root-cause resolution

What Success Looks Like

• Reduced response and resolution times
• High consistency in communication quality
• Strong customer satisfaction without policy compromise
• A well-trained, self-sufficient support team

Who This Role Is For

• 3 - 5 years of experience in customer experience, support, or service operations (preferably D2C or premium brands)
• Experience in building or scaling support functions, not just executing tasks
• Strong understanding of customer service vs. customer experience
• Ability to balance empathy with business constraints
• Highly structured, process-driven, and detail-oriented
• Comfortable in high ownership, fast-paced environments

Preferred Skills

• Experience with CRM tools (DelightChat, Zendesk, Freshdesk, etc.)
• Familiarity with Shopify or similar platforms
• Strong written and verbal communication skills
• Ability to manage multiple channels and stakeholders
• Analytical mindset with a focus on continuous improvement