Manager - Customer Support

Job description

**Roles and Responsibilities** - Lead and manage the Customer Delight team across Voice, Email, Social Media, and Escalations - Own key metrics: CSAT, NPS, SLA adherence, AHT, Quality, TAT, and Productivity - Resolve critical escalations and drive corrective action plans - Analyze customer feedback and operational data to identify root causes and improvement areas - Collaborate with Operations, Product, Tech, Marketing, Supply Chain, and Quality on customer-impacting issues - Lead CX and operational improvement projects end-to-end - Build SOPs and training programs to strengthen team capability - Present performance dashboards and business reviews to leadership - Drive workforce planning and a culture of continuous improvement **Desired Candidate Profile** - 48 years of experience in customer service / contact center / customer experience leadership  - Proven experience managing a multi-channel support team at scale - Strong analytical ability — comfortable owning metrics and translating data into action - Experience driving cross-functional resolution, not just team-internal fixes - Excellent stakeholder management and executive communication skills