Assistant Manager, Digital Customer Care

About the role

• We are looking for a Customer Care Manager (Assistant Manager) who is both a hands-on operator and systems thinker to lead and optimize our customer care function.
• You will manage a team of ~10 agents while continuously improving how we operate — from response quality and tools automation. This role is not just about maintaining service levels, but about identifying gaps, driving efficiency, and scaling customer experience through systems and structure.
• You will work directly with the business lead and play a key role in shaping how customer care evolves as a high-performing, responsive, and customer-obsessed function.

Key Responsibilities

1. Team Management & Operational Excellence

• Manage and oversee daily operations of member customer care team
• Ensure consistent performance across key service metrics (e.g. response time, resolution time, quality)
• Provide hands-on guidance, coaching, and real-time problem solving when needed

1. Process Optimization & Efficiency

• Identify gaps in current workflows and implement improvements (processes/ tools) to increase efficiency and consistency
• Design, refine, and enforce SOPs to standardize responses and reduce operational friction
• Work closely with internal stakeholders to implement new tools or enhancements

1. Channel Expansion

• Oversee existing email support channel and lead the rollout of new customer care channels (e.g. live chat)
• Ensure new channels are operationally sound, efficient, and aligned with service standards

1. Customer Experience & Problem Solving

• Act as a key escalation point for complex customer issues
• Ensure responses are not only accurate but also customer-centric and solution-oriented

Requirements

• 3–6 years of experience in customer operations, with proven experience managing and stabilizing a frontline team
• Demonstrated ability to drive team performance, enforce accountability, and maintain operational discipline in a high-volume environment
• Strong hands-on operator — willing to be involved in day-to-day execution, escalation handling, and team follow-ups
• Experience in process improvement and workflow optimization, with a practical (not theoretical) approach
• Strong judgment in identifying gaps in operations and taking decisive action to resolve issues quickly
• Comfortable working in a flat structure with high ownership and minimal layers of management
• High level of ownership, resilience, and consistency in follow-through
• Familiarity with customer service tools (e.g. Zendesk, Intercom, Freshdesk or similar)
• Experience implementing automation, workflows, or chatbot solutions
• Exposure to setting up or scaling new support channels (e.g. live chat)
• Experience working in lean teams or startup environments