Customer Experience Manager

About BrightCHAMPS

BrightCHAMPS is a fast-growing global edtech company on a mission to bridge the gap between

traditional education and the real-world skills children need to thrive. We offer expert-designed live and self-paced courses in coding, robotics, AI, financial literacy, math, and communication to students across 30+ countries, delivering over 200,000 live classes every month. Backed by leading investors and scaling rapidly through organic growth and strategic acquisitions, we're building the next generation of learners — and the customer experience that families can trust as we grow.

About the Role

The Customer Support & Customer Experience Manager owns the end-to-end customer support function, including Customer Care, Escalations, CSAT, Trustpilot, Refunds, Chargebacks and Voice of Customer. The role ensures every parent and student interaction is resolved quickly and fairly, while keeping strong controls that protect revenue and turning customer feedback into lasting improvements.

Key Responsibilities

• Own day-to-day Customer Care operations, ensuring timely and quality resolution.
• Lead customer escalations, ensuring clear ownership, quick resolution and effective RCA.
• Own and improve CSAT, Trustpilot rating and customer satisfaction metrics.
• Manage refund requests and chargebacks, ensuring policy adherence, appropriate approvals and strong controls to minimise revenue leakage.
• Monitor refund and chargeback trends, identify root causes and implement preventive measures.
• Monitor customer feedback, complaints and reviews to identify recurring issues.
• Drive Voice of Customer (VOC) insights and convert them into actionable improvements.
• Define and monitor SLA, TAT, FCR, backlog and quality metrics.
• Partner with Product, Sales, Finance and Operations to resolve systemic customer issues.
• Lead, coach and manage the customer support team.
• Build dashboards and provide regular customer experience, refund and chargeback insights to
• leadership.

Key KPIs

CSAT | Trustpilot Rating | Escalation TAT | Resolution TAT | FCR | SLA Adherence | Refund % | Refund TAT | Chargeback Rate | Chargeback Recovery | Complaint Rate | QA Score

What We're Looking For

• 8–15 years of experience in Customer Support / Customer Experience / Customer Success.
• Proven experience managing support teams, escalations and customer complaints.
• Strong understanding of CSAT, customer feedback and service quality metrics.
• Experience managing refunds, chargebacks and revenue-leakage controls.
• Experience with Trustpilot / online reputation management is preferred.
• Strong analytical, communication and stakeholder management skills.
• High ownership, customer-first mindset with a strong commercial and controls orientation.