Digital Support Manager

Role Overview

We are looking for a Customer Experience Team Lead with 7+ years of overall experience in customer service and a minimum of 4 years of proven expertise in handling chat process teams. The ideal candidate will be a people-focused leader with strong analytical skills and a track record of delivering outstanding customer satisfaction through digital-first support channels.

Key Responsibilities

• Lead, mentor, and motivate a team of process executives to deliver seamless customer experiences
• Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous improvements
• Develop team strategies to enhance productivity and quality in chat support
• Handle escalated issues with empathy, quick resolution, and customer-first thinking
• Conduct regular coaching, feedback sessions, and training for team development
• Collaborate with cross-functional teams (Product, Tech, Marketing) to provide customer insights for service improvements
• Implement best practices in digital customer support and adopt automation where relevant
• Drive employee engagement and foster a culture of accountability, collaboration, and growth

Requirements

Mandatory Requirements