Manager - Customer Support

Info Edge; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Aisle is seeking a hands-on Customer Operations Manager to lead our Support and Content Operations teams in Bangalore. You will own the end-to-end support journey, manage CSAT/NPS/FRT metrics, and build scalable moderation processes while coaching a growing team for high performance.

You will collaborate with cross-functional teams to translate user feedback into improvements, maintain high-quality standards, and foster a culture of ownership and continuous learning.

Qualifications

• 5-7 years in customer delivery, customer support, community operations or content moderation.
• 2-3 years managing teams.
• Experience with Freshdesk, Zendesk or similar, QA frameworks and dashboards.

Responsibilities

• Own the full support journey across all channels from first contact to resolution.
• Drive CSAT, NPS and First Response Time (FRT) metrics and report on them.
• Set and meet FRT and SLA targets as volumes scale with quality.
• Lead content moderation to keep the platform authentic, safe and respectful.
• Lead and grow a team of support and content specialists and coaching for growth.
• Turn feedback into actionable product and process improvements.

Skills

CSAT management

NPS management

FRT tracking

Team leadership

Process improvement

Tools

Freshdesk

Zendesk

QA dashboards

Job description

Manager, Customer Delivery: Support & Content Operations

Aisle | Bangalore

About the Role

We are looking for a hands-on, people-oriented Customer Operations Manager to lead our Customer Support and Content Operations functions. This role will be responsible for ensuring a seamless user experience, maintaining high-quality support and moderation standards, and building a productive, motivated team.

The ideal candidate is empathetic, highly organised, and proactive, with the ability to understand user concerns beyond what is explicitly communicated. You will work closely with cross-functional teams to turn user feedback into actionable insights, improve processes, and ensure our users have a safe, positive, and meaningful experience on our platform. What You'll Own

Service Delivery & Member Support

• Own the full support journey, from first contact to resolution, across all channels
• Drive and report on CSAT, NPS and First Response Time (FRT), along with resolution time, backlog and reopen rates
• Set and meet FRT and SLA targets as volumes scale, without letting quality slip
• Keep macros, FAQs and workflows current with every product release
• Handle sensitive escalations (safety concerns, harassment, profile disputes) with empathy and sound judgement

Content Operations & Moderation

• Lead profile and content moderation so the platform stays authentic, safe and respectful
• Build scalable moderation processes with clear quality checks, turnaround times and escalation paths
• Spot behaviour and complaint patterns early and act before they become member-facing problems

Team Leadership

• Lead and grow a team of support and content specialists, including team leads
• Set clear goals, track individual and team performance, and coach for both quality and productivity
• Plan capacity, shift coverage and workload as the business grows
• Build a culture of ownership, learning and high standards

Insights & Process Improvement

• Turn tickets, complaints and NPS verbatims into clear, prioritised recommendations for Product and Business
• Maintain a structured repository of member feedback and recurring issues that stakeholders can use
• Find operational gaps, remove friction, and introduce tools and automation that improve efficiency and consistency
• Run regular CSAT/NPS reviews and close the loop on detractor feedback

What Success Looks Like

• Improving CSAT and NPS quarter on quarter
• Faster FRT and resolution times at higher volumes
• Moderation that is both fast and accurate
• A motivated, low-attrition team with clear growth paths
• Product improvements that came directly from your insights

What We're Looking For

• 5-7 years of experience in customer delivery, customer support, community operations or content moderation, with at least 2-3 years managing teams
• Hands-on ownership of CSAT, NPS, FRT and quality scores, with a record of moving them
• Experience with support tools (Freshdesk, Zendesk or similar), QA frameworks and dashboards
• The ability to read between the lines, understand what a member really needs, and handle delicate situations well
• Strong people skills: you motivate, coach and hold teams accountable
• A structured, detail-oriented approach, balanced with a bias for action
• Comfort in a fast-paced, scaling environment where priorities shift