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BrightCHAMPS - Director - Customer Service & Experience
BRIGHTCHAMPS TECH PRIVATE LIMITEDBangalore, India1 day ago
Job descriptionManage human agents + bot interventions for 24x7 service coverage. Review escalated cases and identify root causes (Sales, Teachers, Tech, etc.). Drive RCA - corrective measures - accountability (with HR, Sales, or Operations as needed). Recommend incentive reduction or disciplinary actions in case of repeated talent-related issues. Build and maintain a comprehensive Knowledge Base for agents and customers. Standardize documentation and escalation protocols. Continuously improve agent training and process adherence. Own Zoho Desk & Zoho Suite for customer service operations. Leverage analytics to reduce repeat issues, optimize bot workflows, and improve CSAT / NPS. Lead and mentor a Bangalore-based customer service team. Spend active time with agents to resolve cases hands-on. Drive a customer-first, accountability-driven culture. Review escalations, disputes, and refund cases. Track customer satisfaction & operational SLAs. Check-in with agents on floor for live coaching. Sync with Tech / Sales / Teacher Ops on RCA findings. Lead review meetings with support team leaders. Track refund & dispute performance vs. targets. Share RCA trends with HR, Sales, and Product / Tech teams. Update Knowledge Base with new cases & learnings. Present customer service performance dashboards (CSAT, NPS, resolution times, dispute win rates). Conduct deep-dive audits into repeat issues. Run training / refresher sessions for agents. Align with leadership on upcoming CX goals & process improvements. Understand BrightCHAMPS' customer service workflows, tools (Zoho Desk, bots), and policies. Build working knowledge of refunds / disputes pipeline and win-rates. Shadow agents and handle cases personally to identify pain points. Start documenting RCA from top issues across Sales, Teachers, Tech. Define a standardized dispute management playbook to achieve 80%+ win rate. Roll out refined escalation workflows for refunds & service issues. Audit and optimize bot-to-human handoff cases. Introduce a weekly RCA review framework with HR, Sales, Tech. Launch Knowledge Base 2.0 for agents and self-service. Set up CX performance dashboards (CSAT, NPS, refund resolution, dispute win rate). Establish agent training & disciplinary frameworks (aligned with HR). Deliver a roadmap for the next 6-12 months, focusing on automation, process stability, and scaling. 10+ years in customer service / experience, including 3-5 years in leadership. Proven success in refunds & dispute management with payment gateways (PayPal, Stripe, Razorpay, etc.). Hands-on expertise with Zoho Desk & Zoho Suite (or similar). Strong skills in process-building, RCA, and cross-team collaboration. Data-driven mindset with ability to convert insights into operational improvements. Willingness to work onsite, 6 days a week in Bangalore. Ability to lead strategically while also rolling up sleeves and working alongside agents.
Job Description - Director - Customer Service / Experience
Location : Bangalore (Office-based, 6 days a week)
Department : Customer Experience
Role Overview
The Director of Customer Service / Experience at BrightCHAMPS will lead and scale global support operations from our Bangalore office. The role requires balancing refunds / disputes management, customer experience strategy, operational excellence, and hands-on leadership.
The ideal candidate is a proactive problem-solver with deep expertise in payment disputes, customer service systems, and process improvements, while being comfortable working closely with agents and bots to ensure seamless resolution.
Key Responsibilities
1. Refunds & Disputes Management :
- Oversee refund resolution across channels with speed, fairness, and compliance.
- Manage disputes with payment partners (PayPal, Stripe, Razorpay, etc.) and maintain an 80%+ win rate.
- Standardize workflows for disputed transactions and escalations.
2. Customer Service Operations :
3. Process & Knowledge Base
4. Tools & Analytics
5. Leadership & Team Engagement
What a Week Looks Like in This Role?
Daily :
Weekly :
Monthly :
0-3 Week Plan : Week 1 (0-7 Days) :
Week 2 (8-14 Days) :
Week 3 (15-21 Days) :
Key Requirements :
(ref : iimjobs.com)
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Customer Service • Bangalore, India
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