Manager - Customer Success

Description:

What You'll Do (Like a Pro):

- Lead like You Actually Care: Lead and coach a crew of 40+ passionate advisors who specialize in high-stakes customer relationships. Grow talent and build a championship squad4not a call center.

- Rewrite the Service Playbook: Map the customer journey, spot the friction points, and rebuild a seamless experience so smooth it feels like destiny.

- Read Between the Lines: Train your team to listen harder, respond smarter, and personalize everything, anticipating customer needs beyond what they explicitly state.

- Run It Like a Founder: Be the GM of your own zone. Adopt a P&L mindset and drive metrics accountability. Always think scale, never settle for survival.

- Tech for People: Integrate AI, dashboards, and automations to eliminate the mundane and elevate the meaningful human connection in VIP service.

- Own the Outcome: Own escalations and cranky customers. You don't deflect4you deliver solutions and turn tough days around with charm and results.

Who You Are (The Matchmaking Maestro Profile):

- Experience & Stability: 5-8 years of total experience, with at least one solid 3+ year stint where you successfully led a large B2C customer support/success team and drove real business impact.

- Local Fluency: Fluency in the local language of Bengaluru (Kannada) is a mandatory requirement for effective regional management and support.

- EQ + IQ: A true People Whisperer + Data Junkie who manages with heart and with numbers.

- Builder Energy: You thrive on creating order from chaos, designing systems, and constantly improving processes.

- Pressure-Tester: You've done hard things and handle deadlines and fire drills by delivering the extinguisher and the pep talk.