Customer Support Manager - Center Of Excellence

Groupon; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Groupon in Bengaluru is seeking a Senior Customer Support Manager to own high-stakes escalations and customer satisfaction. You will lead executive escalations end-to-end, audit cases, and collaborate with product, legal, and merchant operations, leveraging AI tools to resolve issues faster.

You'll work in a hybrid setup, three days a week at the Bengaluru office, with US-shift hours and a focus on process improvement, policy changes, and coaching a growing support team to deliver human,

Qualifications

• Senior experience in customer support, escalations, or quality — handling complex, high-stakes cases independently.
• Advanced English (C1–C2).
• Proven senior experience in customer support, escalations, or quality — handling complex, high-stakes cases independently.
• Exceptional written communication — human, specific, no templates.
• A root-cause mindset and sound, independent judgment.
• Comfort reading QA dashboards and case-trend data, and turning patterns into recommendations.
• Willingness to cross-train and certify across multiple functions.
• Comfort with phone-facing work (callbacks, mystery shopping).
• Strong ownership and follow-through in a fast-changing environment.

Responsibilities

• Own the highest-stakes executive escalations end-to-end, resolving the customer issue and the root cause
• Audit flagged and repeat-contact cases, and trace what's really going on
• Turn case work into policy and process recommendations — and help put them into practice
• Make proactive outbound calls: recovery outreach, mystery shopping, and callbacks
• Verify that promised follow-ups actually happened
• Own key escalation channels, including social media and other overflow queues
• Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations
• Cross-train and certify across escalations, callbacks, mystery shopping, audits, and social to stay deployable across the team's full remit
• Work fluently with our AI toolkit to resolve cases fast and write on-tone replies

Skills

Senior customer support

Escalations

Quality

Written communication

Root-cause mindset

QA dashboards

Cross-training

Phone-facing work

Ownership

Education

Bachelor's degree in a related field

Job description

Groupon connects 42 million customers with local experiences - restaurants, events, wellness and travel - and the million-plus merchants who deliver them. Our mission is to get people offline and into the real world at prices that make it possible. We're an AI-native company in the middle of a platform transformation, moving from a deals marketplace to an experience discovery platform that works for customers and merchants at the same time.

Are you the person who takes the case nobody else can crack — and then makes sure it never happens again? Groupon is standing up a Center of Excellence in Bengaluru, and we're looking for Customer Support Managers who operate at the top of the craft. In a world where AI handles routine volume, this team owns the hard cases end-to-end — executive escalations, recovery calls, quality calibration — and turns each one into a fix that shrinks future demand. If you think like an owner, write like a human, and get satisfaction from solving what others upscale, we want to hear from you.

What You'll Do

• Own the highest-stakes executive escalations end-to-end, resolving the customer issue and the root cause
• Audit flagged and repeat-contact cases, and trace what's really going on
• Turn case work into policy and process recommendations — and help put them into practice
• Make proactive outbound calls: recovery outreach, mystery shopping, and callbacks
• Verify that promised follow-ups actually happened
• Own key escalation channels, including social media and other overflow queues
• Partner with Process, QA, Product, Legal/Compliance, and Merchant Operations
• Cross-train and certify across escalations, callbacks, mystery shopping, audits, and social to stay deployable across the team's full remit
• Work fluently with our AI toolkit to resolve cases fast and write on-tone replies

What You'll Bring

• Bachelor's degree in a related field; advanced English (C1–C2)
• Proven senior experience in customer support, escalations, or quality — handling complex, high-stakes cases independently
• Exceptional written communication — human, specific, no templates
• A root-cause mindset and sound, independent judgment
• Comfort reading QA dashboards and case-trend data, and turning patterns into recommendations
• Willingness to cross-train and certify across multiple functions
• Comfort with phone-facing work (callbacks, mystery shopping)
• Strong ownership and follow-through in a fast-changing environment

Must Have

• Availability aligned with United States shift hours

Nice to Have

• Familiarity with Groupon's markets and case-management systems

Groupon is an AI-First Company
We’re committed to building smarter, faster, and more innovative ways of working and AI plays a key role in how we get there. We encourage candidates toleverage AI tools during the hiring process where it adds value, and we’re always keen to hear how technology improves the way you work. If you’re passionate about AI or curious to explore how it can elevate your role you’ll be right at home here.

This role requires working hours aligned with US business hours. Are you available to work US shift hours on an ongoing basis? * Select...

This position follows a hybrid model with 3 days per week from our Bengaluru office. Are you able to commute to the office 3 days a week? * Select...

What are you salary expectations? Please provide us a range. (We'd love to know your preferred range on an annual basis, in the currency of the advertised role.) *

Are you legally authorized to work in the country where this role is based? * Select...

Will you now or in the future require employer sponsorship to work there? * Select...

Do you currently reside where this role is based (Bengaluru), or would you need to relocate? * Select...

Do you require any reasonable adjustments to the interview process due to a disability or health condition? * Select...

If yes, please outline the adjustments you require.

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