Manager – Customer Experience & Resolutions

EC-Council Group; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

EC-Council Hyderabad is seeking a Manager – Customer Experience & Resolutions to lead day-to-day Customer Service operations, drive CSAT and SLA metrics, and manage complex escalations with a focus on fast, high-quality resolutions.

You will collaborate with internal teams, implement process improvements, and build dashboards using Power BI/Tableau; prior Zendesk/CRM experience is a plus; 8–10 years of experience required.

Qualifications

• 8-10 years of experience in customer service/experience management
• Experience in leading customer experience operations and dashboards
• Proven ability to drive process improvements and handle escalations

Responsibilities

• Manage day-to-day Customer Service & Customer Experience operations and team performance.
• Drive CSAT, SLA, FRT, resolution time, quality, productivity and escalation rate.
• Own and resolve complex and high-priority customer escalations with timely resolution.
• Monitor feedback and trends to identify process and experience improvement opportunities.
• Collaborate with internal teams to remove resolution bottlenecks and improve the journey.
• Drive process improvements, automation and self-service opportunities to improve efficiency.
• Publish and review dashboards/reports and provide insights and action plans to management.
• Ensure adherence to SOPs, policies, quality standards and escalation processes.
• Coach and develop the team, driving ownership and accountability.
• Represent Customer Experience in stakeholder discussions and ensure customer issues are represented internally.
• Added advantage - Zendesk / CRM Platforms | Power BI / Tableau | Automation & AI Tools

Skills

Customer Experience Management

Escalation Handling

Team Leadership

Performance Metrics

Stakeholder Management

Process Improvement

Power BI

Tableau

CRM Platforms

Zendesk

Tools

Zendesk

Power BI

Tableau

CRM Platforms

Job description

Manager – Customer Experience & Resolutions

8-10 Years

Full-Time

Job Title: Manager – Customer Experience & Resolutions

EC-Council is the world’s largest cyber security technical certification body. We operate in 170 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 400,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide.

Manage Customer Service and Customer Experience operations, ensuring timely resolutions, high service quality, strong customer satisfaction and effective handling of escalations.

Key Responsibilities

• Manage day-to-day Customer Service & Customer Experience operations and team performance.
• Drive key metrics including CSAT, SLA, FRT, resolution time, quality, productivity and escalation rate.
• Own and resolve complex and high-priority customer escalations, ensuring appropriate and timely resolution.
• Monitor customer feedback, recurring issues and service trends to identify process and experience improvement opportunities.
• Work closely with internal teams to remove resolution bottlenecks and improve the overall customer journey.
• Drive process improvements, automation and self-service opportunities to improve efficiency and customer experience.
• Publish and review operational dashboards and reports and provide clear insights, risks and action plans to management.
• Ensure adherence to SOPs, policies, quality standards and escalation processes.
• Coach and develop the team, driving ownership, accountability, customer empathy and consistent performance.
• Represent the Customer Experience team in stakeholder discussions and ensure customer issues are effectively represented internally.
• Added advantage - Zendesk / CRM Platforms | Power BI / Tableau | Automation & AI Tools

About Our Culture:

EC-Council is driven by a mission to strengthen global cybersecurity capability and advance the profession of ethical hacking and information security. Our teams operate across regions and cultures, united by integrity, professionalism, and a commitment to meaningful impact. Continuous learning and accountability are encouraged, empowering individuals to take ownership of their contributions. Respect, trust, and ethical conduct guide how we work with colleagues, partners, and the global cybersecurity community.

Additional Information:

EC-Council is an equal opportunity workplace and an affirmative action employer. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We do not discriminate based on these or any other characteristics protected by applicable laws or regulations in the locations where we operate.

EC-Council is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you have a medical condition or disability that limits your ability to complete any part of the application process and require reasonable accommodation, please contact us at [e-mail] and let us know how we can assist.

To be eligible for this position, candidates must be able to provide proof that they are either a citizen of the country or have legal authorization to work in the country where the position is posted and are currently residing there. EC-Council does not offer employment to ineligible candidates and reserves the right to revoke employment in case the candidate loses the authorization to work.

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Candidates further waive any intellectual property or moral rights in such submissions, confirm that the work is original and free of third-party infringement, and acknowledge that it is provided solely for evaluation purposes, with no ownership or other rights retained.

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