Manager- Customer Care Operation (Edtech)

Job Description

Customer Support & Customer Experience Manager

Company: BrightCHAMPSLocation: BengaluruFunction: Customer Experience / Customer SupportExperience: 8–15 YearsAbout BrightCHAMPSBrightCHAMPS is a fast-growing global EdTech company focused on equipping children with essential real-world skills beyond traditional education.

We offer expert-designed live and self-paced courses in Coding, Robotics, AI, Financial Literacy, Mathematics, and Communication to students across 30+ countries, delivering over 200,000 live classes every month.Backed by leading investors and expanding through organic growth and strategic acquisitions, BrightCHAMPS is committed to shaping the next generation of learners while building a reliable and exceptional customer experience for families worldwide.Role OverviewWe are looking for an experienced and result-oriented Customer Support & Customer Experience Manager to lead and strengthen our end-to-end customer support operations.The role will be responsible for overseeing Customer Care, Escalation Management, CSAT, Trustpilot, Refunds, Chargebacks, and Voice of Customer (VOC). The ideal candidate will ensure timely and effective resolution of customer concerns, improve customer satisfaction, minimize revenue leakage, and drive operational excellence through data-driven decision-making.Key Responsibilities1. Customer Support & Escalation ManagementOversee daily customer support operations, ensuring timely and effective resolution of queries and complaints.Manage critical customer escalations with clear ownership, structured follow-ups, and timely resolution.Conduct Root Cause Analysis (RCA) and implement corrective and preventive measures.Ensure consistent service quality and adherence to defined customer support standards.2. Customer Experience & SatisfactionDrive improvements in CSAT scores, Trustpilot ratings, and overall customer satisfaction.Monitor customer feedback, complaints, and online reviews to identify recurring issues.Lead Voice of Customer (VOC) initiatives and translate customer insights into actionable improvements.Strengthen customer communication processes and ensure a seamless support experience.3. Refund & Chargeback ManagementOversee refund requests and chargeback processes, ensuring compliance with company policies and approval workflows.Monitor refund and chargeback trends and identify opportunities to reduce revenue leakage.Establish effective controls and preventive measures to minimize unnecessary refunds and chargebacks.Track refund turnaround time, chargeback recovery, and related performance metrics.4. Performance Management & ReportingDefine, monitor, and improve key operational metrics, including SLA, TAT, FCR, backlog, and quality scores.Develop dashboards and periodic reports to track customer experience and operational performance.Present insights on customer complaints, refunds, chargebacks, and service quality to senior leadership.Identify process gaps and implement initiatives to improve team productivity and resolution efficiency.5. Stakeholder & Team ManagementCollaborate with Product, Sales, Finance, and Operations teams to address recurring customer issues.Lead, mentor, and manage the customer support team to achieve operational and customer satisfaction goals.Establish clear performance expectations and ensure accountability across the team.Drive continuous process improvements through cross-functional collaboration.Key Performance Indicators (KPIs)Customer Satisfaction Score (CSAT)Trustpilot RatingEscalation Turnaround Time (TAT)Resolution Turnaround TimeFirst Contact Resolution (FCR)SLA AdherenceRefund Percentage and Refund TATChargeback Rate and RecoveryCustomer Complaint RateQuality Assurance (QA) ScoreWhat We're Looking For8–15 years of experience in Customer Support, Customer Experience, or Customer Success.Proven experience in managing customer support teams, complex escalations, and complaint resolution.Strong understanding of customer satisfaction metrics, service quality standards, and customer feedback management.Hands-on experience managing refunds, chargebacks, and revenue leakage prevention.Familiarity with Trustpilot and online reputation management is preferred.Strong analytical, problem-solving, communication, and stakeholder management skills.Ability to interpret operational data, identify trends, and implement process improvements.Excellent leadership and team management capabilities.Strong sense of ownership, customer-first approach, and commercial awareness.Ideal Candidate ProfileAn experienced customer experience professional who can balance customer satisfaction with business objectives, lead high-performing support teams, establish strong operational controls, and build scalable customer support processes in a fast-paced, high-growth environment.