Assistant Manager - Customer Experience

Role & responsibilities:

- Lead and resolve complex and high-impact customer escalations end-to-end.

- Personally handle the most sensitive or ambiguous cases requiring strong judgment.

- Build a customer-first approach while balancing business context and fairness.

- Investigate issues using case history, data, and stakeholder inputs to identify root causes.

- Drive resolution with Operations, Product, Quality, Trust and Safety, and other teams.

- Identify recurring issues and turn escalations into actionable business improvements.

- Coach the team on problem-solving, communication, judgment, and escalation handling.

Preferred candidate profile:

- 2 to 4 years of experience in Customer Experience, Escalations, Operations, or similar roles.

- Strong customer obsession and ability to handle challenging customer situations with empathy.

- Excellent problem-solving and decision-making skills in ambiguous situations.

- Strong stakeholder management and communication skills.

- Comfortable using data and insights to make decisions.

- High ownership and ability to solve beyond the immediate customer issue.

- Prior people-management or team-lead experience preferred.

- Experience in consumer tech, marketplace, or hyperlocal businesses is a plus.