LoveLocal - Customer Experience Manager

Job Title: Assistant Manager - CX

Location: MIDC, Andheri East

Experience: Min 5 Years

Website: https://www.lovelocal.in

About LoveLocal:

LoveLocal is India's leading freshness q-commerce app that is revolutionising how India shops locally for fresh groceries by digitizing trusted neighbourhood retailers. LoveLocal specializes in categories where freshness and quality matter - fruits & vegetables, meat & fish, groceries and more.

LoveLocal is looking for an Assistant Manager - Customer Experience to lead and scale our customer support operations. The role requires strong experience in team handling, KPI management, and process excellence across chat and voice support in a high-volume Quick Commerce or E-commerce environment.

Key Responsibilities:

- Manage and lead a large CX team (20-50+ agents) handling chat and call support

- Drive performance on core CX KPIs: AHT, FCR, CSAT, NPS, QA scores

- Monitor agent productivity, adherence, and queue management

- Conduct regular coaching, feedback, and performance reviews

- Work on process improvements and customer journey optimization

- Collaborate with Product, Ops, Tech, and Supply teams

- Handle escalations, RCA, and SOP adherence

- Prepare daily, weekly, and monthly performance reports

- Support hiring, onboarding, and training initiatives

Requirements:

- 4-7 years of experience in Customer Experience / Customer Support

- Mandatory experience in Quick Commerce or E-commerce

- Proven people management experience (mid-to-large teams)

- Hands-on experience with chat & voice support

- Strong command over AHT, FCR, CSAT, NPS

- Experience with CRM and ticketing tools

- Excellent communication and stakeholder management skills

Good to Have

- Experience in hyperlocal / last-mile delivery ecosystems

- Exposure to CX automation or tooling

- Experience in shift-based / 24x7 operations