Adda247 is hiring immediately for Customer Experience Manager(Jobs in Edtech)- #1 Apply Now!

Adda247 is Hiring I Customer Experience Manager: Lucknow
Location: Lucknow
CTC: Up to 7 LPA

About the Role:

We are looking for an experienced and dynamic Customer Experience Manager to lead our Service Excellence operations. The ideal candidate will oversee the end-to-end customer experience journey, manage support operations (Chat, Voice, and IVR), drive service quality improvements, and ensure customer satisfaction metrics are consistently achieved.

Requirements:

• 3-6 years of experience in Customer Support / Customer Experience roles, with at least 3-5 years in a Managerial position.
• Hands-on experience managing Chat, Voice, and IVR processes.
• Strong leadership, analytical, and people management skills.
• Proven experience in driving customer satisfaction and operational excellence in fast-paced environment.
• Proficiency in CRM tools and data-driven reporting

Key Responsibilities:

• Lead and manage the Customer Support and Quality teams to ensure smooth daily operations.
• Design and implement customer experience strategies to improve SAT, response time, and resolution quality.
• .Monitor team performance metrics and drive process improvements through insights.
• Collaborate with Product, Sales, Operations, and Marketing to enhance the overall customer experience.
• Handle escalations and ensure timely resolution of complex customer issues.
• Conduct regular training, performance reviews, and feedback sessions for team development.
• Analyse support data to identify trends, root causes, and opportunities for improvement.
• Own and optimize the customer feedback loop translating insights into service enhancement initiatives.
• Ensure adherence to SLAs and drive continuous service excellence.
  

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