Manager, Customer Care

Bengaluru, Karnataka · Bangalore · 3+ years experience · Hybrid · Posted Oct 16, 2026

At a glance

The Customer Care Manager will lead a team of agents for the Payments POS Campaign in the Bengaluru office.
This role involves overseeing the customer journey, managing team performance, and collaborating with cross-functional teams to improve support processes.
The manager acts as a Subject Matter Expert for operations and is responsible for the productivity and well-being of their team.

Manage, coach, and develop a team of Customer Care Specialists/Experts while monitoring attendance, schedule adherence, and performance.
Provide regular coaching, feedback, and performance development through Quality Assurance reviews and One-on-One sessions.
Train team members on product functionality, customer handling, troubleshooting, compliance, and new product releases.
Foster an engaging team environment by maintaining open communication and supporting career development.
Monitor operational metrics including CSAT, Quality, Productivity, SLA attainment, and Resolution Time.
Assist team members with complex POS payments processes and customer escalations.
Partner with cross-functional teams like Kitchen, Payroll, Tax, Product, and Engineering to resolve issues.
Identify operational trends and process improvement opportunities with a solutions-oriented mindset.
Ensure compliance with support processes, quality standards, and data privacy requirements.
Support business readiness initiatives and the adoption of new tools and AI-enabled support capabilities.

7+ years of experience in customer service, customer support, or customer success roles.
3+ years of experience leading teams, including performance management and coaching.
Experience supporting or leading customer support teams for SaaS products.
Strong operational leadership skills to drive quality, productivity, and SLA attainment.
Strong analytical, coaching, and problem-solving skills with a data-driven mindset.
Experience managing customer escalations with professionalism and sound judgement.
Ability to prioritize multiple operational demands in a fast-paced environment.
Excellent verbal and written communication skills.
Experience working with CRM platforms, ticketing systems, and knowledge management tools.
Open to 24×7 shift timings including rotational week-offs, weekends, holidays, and night shifts.

Experience supporting the restaurant, hospitality, retail, or point-of-sale (POS) industry.
Experience participating in new product launches, pilot programs, or operational readiness initiatives.
Exposure to Lean, Six Sigma, Kaizen, or other continuous improvement methodologies.
Experience facilitating calibration sessions, quality reviews, and coaching workshops.
Working knowledge of workforce management and capacity planning principles.
Experience contributing to knowledge management, SOP creation, or training content development.
Demonstrated success leading employee engagement, recognition, or culture-building initiatives.
Exposure to project management or cross-functional operational initiatives.