Role Overview :
The role requires driving operational excellence, ensuring timely and quality responses, managing escalations, and improving customer satisfaction. The Manager will also lead a team of associates, oversee daily operations, and work closely with cross-functional teams to enhance customer experience.
Some high level things you would own but not limited to:
- Manage and oversee the end-to-end customer email process, ensuring responses are delivered within defined SLAs and quality parameters.
- Monitor queue management, assign workloads, and ensure timely resolution of customer queries and complaints.
- Track, analyze, and report on email volumes, TAT, CSAT, and first-contact resolution metrics.
- Ensure high-quality responses with consistency, accuracy, and customer-centric language.
- Manage escalated cases and provide resolutions aligned with company policies.
- Continuously review and improve email templates, tone of communication, and service scripts.
- Lead and mentor a team of Customer Service Associates/Executives handling email interactions.
- Conduct training, coaching, and performance reviews to improve productivity and service delivery.
- Foster a collaborative, customer-first culture within the team.
- Identify gaps in the process and implement automation or workflow improvements.
- Work with technology teams to enhance CRM/email systems for efficiency.
- Ensure adherence to compliance, regulatory, and company guidelines in customer communications.
- Collaborate with product, operations, and business teams to resolve recurring issues.
- Provide insights and recommendations based on customer interactions to improve products and services.
What you would possess already:
- 6–9 years of experience in customer service operations, with at least 3+ years in managing email process teams.
- Strong knowledge of email communication etiquette, CRM platforms, and ticketing systems.
- Proven ability to manage teams, drive performance, and deliver results under pressure.
- Excellent written communication, analytical, and problem-solving skills.
