Senior Manager Customer Support

Role OverviewWe are hiring a Senior Manager Customer Service in the Delhivery Local team. This would includemanaging daily operations, SLT escalations, L2 support, ensuring faster resolution, strongcross-functional alignment, and an improved customer experience. The role demands highownership, stakeholder management, and a focus on automation-led process improvements.Key ResponsibilitiesApart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:1. Manage and drive strong accountability and initiative within the team to solve customer and riderqueries with clarity, bias for action and strong TATs2. Handle high-priority escalations with speed and accuracy with structured communication bothwith internal and external stakeholders3. Manage tough conversations/scenarios with structured communication withcustomers/riders/business owners while improving resolution quality, accuracy, and turnaround time4. Handle claims, investigations, and exceptions along with driving resolution with Supply, Security,and Ops dependencies5. Leverage dashboards and data for performance improvement. Conduct regular audits and reviewsand governance cadences6. Handle both SLT and address escalations across channels while maintaining a customer-firstapproach along with maintaining Delhiverys coreSkills & Qualifications1. 8–12+ years in Customer Service / Operations (Logistics preferred)2. Experience in managing cross-functional and high-dependency workflows3. Strong exposure to escalation management and L2 operations4. Hands-on with automation, dashboards, and process improvements5. Proficient in MS Excel, has experience with CRM and data tools6. Strong analytical, problem-solving, and communication skillsKey Traits1. High ownership and bias for action2. Ability to handle high-intensity environments with patience without compromising on pace3. Strong stakeholder management4. Customer-first mindset with focus on scalability and automation