Senior Customer Support Manager

Role Overview


We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include managing daily operations, SLT escalations, L2 support, ensuring faster resolution, strong cross-functional alignment, and an improved customer experience. The role demands high ownership, stakeholder management, and a focus on automation-led process improvements.


Key Responsibilities



Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:

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  Manage and drive strong accountability and initiative within the team to solve customer and rider queries with clarity, bias for action and strong TATs
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  Handle high-priority escalations with speed and accuracy with structured communication both with internal and external stakeholders
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  Manage tough conversations/scenarios with structured communication with customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
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  Handle claims, investigations, and exceptions along with driving resolution with Supply, Security, and Ops dependencies
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  Leverage dashboards and data for performance improvement. Conduct regular audits and reviews and governance cadences
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  Handle both SLT and address escalations across channels while maintaining a customer-first approach along with maintaining Delhiverys core

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  8–12+ years in Customer Service / Operations (Logistics preferred)
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  Experience in managing cross-functional and high-dependency workflows
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  Strong exposure to escalation management and L2 operations
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  Hands-on with automation, dashboards, and process improvements
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  Proficient in MS Excel, has experience with CRM and data tools
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  Strong analytical, problem-solving, and communication skills

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  High ownership and bias for action
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  Ability to handle high-intensity environments with patience without compromising on pace
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  Strong stakeholder management
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  Customer-first mindset with focus on scalability and automation