Job Description

We are seeking a seasoned

Customer Succes Manager

with proven experience in the

travel industry (OTA, Contact Centre, or travel agency)

to lead and enhance our customer support operations. The ideal candidate will bring expertise in

customer service frameworks

such as

Six Sigma, Lean, COPC, or ITIL

, and a track record of driving

service excellence

,

process optimization

, and

team performance

.

Key Responsibilities:

Lead & Manage Customer Service Operations

: Oversee day-to-day customer service activities across multiple channels (voice, email, chat, and social), ensuring high levels of customer satisfaction.

Performance Management

: Set KPIs, monitor service levels, and implement performance improvement initiatives.

Team Leadership

: Manage, mentor, and develop a team of supervisors, team leads, and customer service agents.

Customer Journey & Escalation Handling

: Analyze customer touchpoints, resolve escalated issues, and implement corrective actions to improve the customer journey.

Process Optimization

: Use Six Sigma, Lean, or other frameworks to analyze current workflows, eliminate inefficiencies, and drive continuous improvement.

Training & Quality Assurance

: Design and deliver training programs and quality assurance processes to maintain high service standards.

Technology Integration

: Collaborate with IT/Product to deploy and improve CRM, helpdesk, or ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).

Reporting & Insights

: Generate operational reports, identify trends, and present actionable insights to senior management.

Compliance & SLA Management

: Ensure compliance with service level agreements, data protection policies, and regulatory guidelines.

Customer Feedback Loop

: Implement mechanisms to gather and act on customer feedback (CSAT, NPS, etc.).

equirements:

Bachelor's degree in Business, Tourism, Operations, or related field. Post Grad or MBA preferred. Minimum 5-8 years in a customer service leadership role, preferably within

online travel agencies (OTA), traditional travel agencies, or BPOs supporting travel clients

. Strong understanding of contact centre operations, service recovery, and travel domain KPIs (e.g., PNRs, GDS, refunds, reissues). Certification in

Six Sigma (Green Belt or higher)

or other process improvement frameworks (Lean, COPC, etc.) is a strong advantage. Hands-on experience with customer service tools (e.g., Amadeus/Galileo + CRM & ticketing tools). Strong analytical and problem-solving skills. Excellent communication, interpersonal, and conflict-resolution skills. Flexible to work in a fast-paced, customer-focused environment, with rotational shift support if needed.

Preferred Skills:

Multilingual capability (English is a must; Hindi, and/or other languages a plus). Prior experience with automation tools, chatbots, and self-service platforms. Proven ability to drive CSAT and NPS improvements. Experience managing distributed/remote teams.
Job Type: Full-time

Pay: From ?60,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund
Work Location: In person