Manager, Customer Success

ABOUT THE ROLE:

We are seeking a highly driven Frontline Manager, Customer Success to lead a multi-channel customer support team operating in a night shift environment. This role is responsible for managing day-to-day operations across channels (chat, email, phone), ensuring team productivity, adherence to performance metrics, and delivery of a high-quality customer experience.

You will play a critical role in coaching frontline agents, driving operational efficiency, and maintaining service excellence in a fast-paced, metrics-driven environment.

WHAT YOU'LL DO:

Team Management & Coaching

• Lead, coach, and develop a team of customer support agents handling chat, email, and phone interactions
• Conduct regular 1:1s, performance reviews, and coaching sessions to improve individual and team performance
• Drive employee engagement and retention, especially within a night shift environment
• Identify skill gaps and partner with training teams to upskill employees

Performance & Productivity Management

• Monitor real-time and historical performance metrics (AHT, CSAT, SLA, productivity, adherence)
• Ensure team consistently meets or exceeds KPIs and service level targets
• Take proactive actions to manage performance gaps, including performance improvement plans (PIPs) where needed
• Partner with Workforce Management (WFM) to optimize staffing, scheduling, and queue management

Customer Experience & Quality

• Ensure delivery of high-quality, consistent customer service across all channels
• Monitor quality scores and implement action plans to improve customer satisfaction (CSAT/NPS)
• Handle escalations and complex customer issues with a strong focus on resolution and experience
• Reinforce a customer-first culture within the team

Operational Excellence

• Drive process adherence and continuous improvement initiatives
• Identify trends, root causes, and opportunities to improve workflows, tools, and customer journeys
• Collaborate cross-functionally with Product, Risk, and Operations teams to resolve systemic issues
• Ensure compliance with internal policies and regulatory requirements

Reporting & Insights

• Analyze performance data and generate insights to inform decision-making
• Prepare and present regular reports on team performance, trends, and improvement plans
• Use data to drive accountability and continuous improvement

WHAT WE LOOK FOR:

Experience & Scope

• 5+ years managing customer support teams in SLA-driven environments (fintech, banking, BPO, or similar)
• Experience leading frontline managers and multi-layer teams
• Experience working in India-based support operations

Operational Excellence

• Strong ownership of performance and core support metrics (CSAT, QA, SLAs, productivity, backlog)
• Experience in high-volume, metrics-driven environments
• Familiarity with contact center tools and CRM systems

Leadership & Communication

• Proven ability to lead through managers and drive accountability
• Strong communicator across geographies, including U.S.-based stakeholders

Approach & Mindset

• Execution-focused with strong attention to consistency and detail
• Comfortable operating within defined frameworks
• Seeks to understand before making changes
• Practical, data-driven decision maker

Education

• Bachelor’s degree required
• Advanced degree or relevant certifications (e.g., Six Sigma) a plus