About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p><strong>About the role</strong></p> <p>We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.</p> <p>You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.</p> <p>You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.</p> <p> </p> <p><strong>Key Responsibilities</strong></p> <p>1. Team Management & Operational Excellence</p> <p>· Manage and oversee daily operations of member customer care team</p> <p>· Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality)</p> <p>· Provide hands-on guidance, coaching, and real-time problem solving when needed</p> <p> </p> <p>2. Process Optimization & Efficiency</p> <p>· Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency</p> <p>· Design, refine, and enforce SOPs to standardize responses and reduce operational friction</p> <p>· Work closely with internal stakeholders to implement new tools or enhancements</p> <p> </p> <p>3. Channel Expansion</p> <p>· Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat)</p> <p>· Ensure new channels are operationally sound, efficient, and aligned with service standards</p> <p> </p> <p>3. Customer Experience & Problem Solving</p> <p>· Act as a key escalation point for complex customer issues</p> <p>· Ensure responses are not only accurate but also customer-centric and solution-oriented</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications</b></H2> </div><div><p><strong>Requirements</strong></p> <p>· 3–6 years of experience in customer operations, with proven experience managing and stabilizing a frontline team</p> <p>· Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment</p> <p>· Strong hands-on operator — willing to be involved in day-to-day execution, escalation handling, and team follow-ups</p> <p>· Experience in process improvement and workflow optimization, with a practical (not theoretical) approach</p> <p>· Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly</p> <p>· Comfortable working in a flat structure with high ownership and minimal layers of management</p> <p>· High level of ownership, resilience, and consistency in follow-through</p> <p>· Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar)</p> <p>· Experience implementing automation, workflows, or chatbot solutions</p> <p>· Exposure to setting up or scaling new support channels (e.g. live chat)</p> <p>· Experience working in lean teams or startup environments</p></div></div></div>