Customer Care Manager

Job Title: Customer Support \& Customer Experience Manager

• *Location:** Bengaluru
• *Experience:** 8–15 Years
• *Company:** BrightCHAMPS

About BrightCHAMPS

BrightCHAMPS is a global EdTech company focused on equipping children with future\-ready skills through live learning programs in Coding, Artificial Intelligence, Robotics, Financial Literacy, and more.

Job Summary

We are looking for an experienced Customer Support \& Customer Experience Manager to lead customer support operations, improve customer satisfaction, manage escalations, and build efficient processes to deliver an exceptional customer experience.

Key Responsibilities

• Lead and manage customer support and customer experience teams.
• Monitor customer satisfaction, service quality, response time, and SLA adherence.
• Handle complex customer escalations and ensure timely resolution.
• Develop and implement SOPs, workflows, and process improvement initiatives.
• Analyze customer feedback and operational metrics to identify improvement areas.
• Collaborate with Sales, Operations, Product, and other teams to resolve customer concerns.
• Manage team performance, productivity, quality assurance, and training.
• Drive initiatives to improve customer retention, engagement, and overall experience.
• Prepare performance reports and provide insights to senior management.

Requirements

• 8–15 years of experience in Customer Support, Customer Experience, or Customer Operations.
• Proven experience managing customer\-facing teams and high\-volume support operations.
• Strong understanding of customer experience metrics, including CSAT, NPS, FCR, TAT, and SLAs.
• Experience with CRM platforms, reporting tools, and process optimization.
• Excellent leadership, communication, problem\-solving, and stakeholder management skills.
• Experience in EdTech, E\-commerce, SaaS, or other customer\-centric industries is preferred.

Work Location: HSR Layout Sector\-2

Bengaluru, Karnataka

Interested candidates can apply with their updated resume at Manya.agarwal@brightchamps.com

Pay: ₹1,500,000\.00 \- ₹2,000,000\.00 per year

Application Question(s)

• Do you have a working laptop?
• Do you hold min of 8 years of experience? If not kindly don't apply
• Are you comfortable working at night?
• Are you comfortable with 6 days working with rotational week offs? I not kindly don't apply
• Have you handled customer escalations and root cause analysis (RCA)?
• Do you have hands\-on experience managing refunds and chargebacks?
• Which customer experience metrics have you directly owned?
• Have you managed a customer support team and owned day\-to\-day operations?
• Are you based out of Bangalore? If yes where are you staying and are you comfortable with the office location \- HSR Layout Sector \-2 ?
• What is your current fixed compensation?
• What is your expected ctc fixed?
• What is your notice period in days?

Work Location: In person