Assistant Manager Customer Support

Job title : Assistant Manager, Customer Support

Location : Gurgaon, India

Reporting to : AVP, Customer Support

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for an Integration & Support Manager who can help us move even faster.

noon's mission : Every door, every day.

What you&aposll do :

Team noon has some of the fastest, smartest, and hardest-working people we&aposve encountered. With a young, aggressive, and talented team, we&aposre driving major missions forward.

Responsibilities :

• Resolve complaints within the defined SLA and maintain 24 / 7 team availability to address customer concerns promptly.
• Analyze recurring complaint patterns, identify key attributes, and collaborate with ground operations and tech teams to implement root-level solutions.
• Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
• Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
• Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
• Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
• Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
• Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
• Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

What you&aposll need :

We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisions—whether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate :

Who will excel

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Skills Required

Data Analysis, Project Management, Data Modeling, Program Management, Sql