Senior Manager Customer Support

Delhivery; North Goa; On-site; INR 380,000 - 640,000; Full time

Job summary

Delhivery seeks a Senior Manager Customer Service for the Delhivery Local team to lead daily operations, SLT escalations, and L2 support. The role emphasizes faster resolutions, cross-functional alignment, and automation-led process improvements.

You will own performance metrics, drive data-driven decisions, and manage stakeholder relationships to enhance customer experience. Strong communication and analytical skills are essential.

Qualifications

• 8–12+ years in Customer Service / Operations (Logistics preferred).
• Experience in managing cross-functional and high-dependency workflows.
• Strong exposure to escalation management and L2 operations.
• Hands-on with automation, dashboards, and process improvements.
• Proficient in MS Excel, has experience with CRM and data tools.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Manage and drive accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs.
• Handle high-priority escalations with speed and accuracy with structured communication with internal and external stakeholders.
• Manage tough conversations with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time.
• Handle claims, investigations, and exceptions with dependencies across Supply, Security, and Ops.
• Leverage dashboards and data for performance improvement; conduct regular audits and governance cadences.
• Handle SLT and address escalations across channels while maintaining a customer-first approach and Delhivery core.

Skills

Customer Service

Operations

Escalation management

Automation

Dashboards

Data tools

MS Excel

Communication

Analytical thinking

Tools

CRM software

Data dashboards

Excel

Job description

Role Overview

We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include

managing daily operations, SLT escalations, L2 support, ensuring faster resolution, strong

cross-functional alignment, and an improved customer experience. The role demands high

ownership, stakeholder management, and a focus on automation-led process improvements.

Key Responsibilities

• 1. Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs
• 2. Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
• 3. Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
• 4. Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies
• 5. Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
• 6. Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

Skills & Qualifications

• 1. 8–12+ years in Customer Service / Operations (Logistics preferred)
• 2. Experience in managing cross-functional and high-dependency workflows
• 3. Strong exposure to escalation management and L2 operations
• 4. Hands-on with automation, dashboards, and process improvements
• 5. Proficient in MS Excel, has experience with CRM and data tools
• 6. Strong analytical, problem-solving, and communication skills

Key Traits

• 1. High ownership and bias for action
• 2. Ability to handle high-intensity environments with patience without compromising on pace
• 3. Strong stakeholder management
• 4. Customer-first mindset with focus on scalability and automation