Manager - Customer Experience

Snabbit; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Snabbit is seeking a seasoned leader for Customer Operations in Bengaluru. You will coach agents, drive SLAs, governance with external vendors, and monitor CX metrics to continually improve experience.

In this role you’ll push for automation, build SOPs, resolve escalations, and partner with Product/Ops to address root causes, while providing data-driven insights to leadership in a fast-growing startup.

Qualifications

• 3 to 5 years in Customer Operations / CX / Contact Centre / BPO Operations.
• Experience managing teams and external vendors.
• Strong understanding of customer support metrics and operational dashboards.
• Data-driven, highly organised and strong at stakeholder management.
• Comfortable working in a fast-paced, high-growth startup environment.

Responsibilities

• Manage and coach customer support agents, driving productivity, quality, SLA and CSAT/NPS.
• Own vendor/BPO management, including performance, capacity, SLAs and governance.
• Monitor operational metrics and identify opportunities to improve eciency and CX.
• Handle and drive resolution of critical customer escalations.
• Build and improve SOPs, workflows and escalation processes.
• Identify recurring customer issues and work with Product/Ops teams on root-cause resolution.
• Drive automation and process improvements to reduce cost, contacts and resolution time.
• Create regular performance reviews and actionable insights for leadership.

Skills

Customer operations

CX

Vendor management

Metrics dashboards

Stakeholder management

Startup environment

Job description

Role & responsibilities

• Manage and coach customer support agents, driving productivity, quality, SLA and CSAT/NPS.
• Own vendor/BPO management, including performance, capacity, SLAs and governance.
• Monitor operational metrics and identify opportunities to improve eciency and CX.
• Handle and drive resolution of critical customer escalations.
• Build and improve SOPs, workflows and escalation processes.
• Identify recurring customer issues and work with Product/Ops teams on root-cause resolution.
• Drive automation and process improvements to reduce cost, contacts and resolution time.
• Create regular performance reviews and actionable insights for leadership.

Preferred candidate profile

• 3 to 5 years in Customer Operations / CX / Contact Centre / BPO Operations.
• Experience managing teams and external vendors.
• Strong understanding of customer support metrics and operational dashboards.
• Data-driven, highly organised and strong at stakeholder management.
• Comfortable working in a fast-paced, high-growth startup environment.