Assistant Manager Customer Success

Responsibilities:

• Supervise call center operations to ensure timely and effective resolution of customer complaints and inquiries.
• Monitor service levels, agent performance, and quality assurance metrics.
• Develop SOPs, scripts, and escalation procedures to improve first-call resolution.
• Manage escalated customer concerns and follow through until resolution.
• Coordinate onboarding of new customers with Sales, Technical, and Installation teams. Develop onboarding journeys, documentation, and training materials while monitoring timelines.
• Oversee daily monitoring of “not reporting” cases (GPS/IoT devices) and ensure timely rectification.
• Collaborate with field force and technical support for troubleshooting, health checks, and replacements.
• Supervise and guide support staff, onboarding coordinators, and technical teams with performance reviews and training. Identify process gaps and recommend improvements to enhance customer satisfaction.
• Generate regular reports on customer issues, call center performance, onboarding KPIs, and technical cases.

Requirements:

• Female Candidate ONLY.
• Bachelor’s degree in Business Administration or related field (Master’s preferred).
• 3–5 years of experience in customer service/operations, including 1–2 years in a supervisory or deputy manager role.
• Strong communication, leadership, and customer-handling skills.
• Experience in IoT, tech services, or automotive tracking will be an added advantage.
• Familiarity with CRM tools, call center systems, and reporting dashboards.
• Ability to multitask, prioritize, and meet SLAs in a fast-paced environment.

Job Type: Full-time

Work Location: In person