Manager – Customer Service (Voice & Chat process- Blended Support)

Delhivery; North Goa; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading logistics company in Goa is seeking an experienced Customer Service Operations Manager to lead blended support for SME/D2C clients. You will manage a team to ensure adherence to service levels while handling escalations and driving improvements. The ideal candidate should have 6-9 years of experience and strong skills in people and stakeholder management. This role offers the opportunity to engage with clients and optimize service delivery processes.

Qualifications

• 6-9 years of experience in Customer Service Operations.
• Strong experience managing blended support teams (voice + email).
• Proven people management and stakeholder management skills.

Responsibilities

• Lead blended customer support operations for newly onboarded clients.
• Own early-stage client experience and ensure smooth transition.
• Manage a team handling voice and email interactions.
• Drive adherence to SLA, quality, productivity, and CSAT targets.

Skills

Customer Service Operations

People Management

Stakeholder Management

Analytical Skills

Problem-Solving Skills

Verbal Communication

Written Communication

MS Excel

MS PowerPoint

Tools

CRM/Ticketing Systems

Call Management Systems

Job description

Responsibilities

• Lead blended customer support operations (voice + email) for newly onboarded SME/D2C clients
• Own early‑stage client experience and ensure smooth transition from onboarding to BAU support
• Manage a team of 8–12 CS executives handling voice and email interactions
• Drive adherence to SLA, quality, productivity, and CSAT targets across channels
• Handle client escalations, perform RCA, and implement permanent corrective actions
• Review, design, and improve SOPs and processes to support scalable blended operations
• Build and coach multi‑skilled agents capable of handling both voice and non‑voice support
• Engage with clients to understand pain points, gather feedback, and improve service delivery
• Collaborate with Product, Tech, Ops, and Sales teams for issue resolution and improvements
• Track operational metrics, analyze trends, and drive continuous improvement

Required Skills & Experience

• 6-9 years of experience in Customer Service Operations
• Strong experience managing blended support teams (voice + emaii)
• Proven people management and stakeholder management skills
• Excellent verbal and written communication abilities
• Strong analytical and problem‑solving skills
• Proficiency in MS Excel and PowerPoint
• Experience with CRM/ticketing and call management systems
• Experience in logistics, e-commerce, or SME/D2C businesses preferred