Customer Support Manager

About Gintaa

Gintaa is transforming the food ordering landscape across India's Tier 1 and Tier 2 cities by focusing on affordability, exclusive partnerships with restaurants, and efficient hyperlocal logistics. Supported by a dedicated mission-driven team, the company is rapidly expanding and invites candidates to join the core technology leadership team to make a significant impact.

Role Overview

The Assistant Manager - Customer Support is responsible for end-to-end management of customer support operations, ensuring efficient team performance, managing escalations, maintaining SLA compliance, driving quality, reporting, overseeing restaurant menu data accuracy, improving processes, and coordinating across various functions.

A key responsibility includes maintaining the accuracy and completeness of restaurant menus displayed on the Gintaa app, aligning them with the information provided by restaurant partners to ensure a smooth customer ordering experience.

Key Duties and Responsibilities

• Lead daily customer support activities across multiple channels including calls, chat, and email.
• Resolve customer inquiries, complaints, refunds, order issues, and escalations within agreed service levels.
• Track and analyze ticket volumes, response times, resolution times, backlog, and overall performance metrics.
• Plan manpower, manage shifts, allocate workload, and ensure adequate support coverage.
• Implement disciplined operational practices within the customer support function.
• Manage the restaurant menu process to ensure menus are accurately created, maintained, and updated on the platform.
• Coordinate with restaurant partners and internal teams to handle menu changes and corrections efficiently.
• Conduct periodic audits to identify inaccurate, outdated, or duplicate menu information.
• Update unavailable items promptly and handle menu-related customer complaints with precision.
• Collaborate with Product and Technology teams to optimize menu management processes for scalability and efficiency.
• Lead, mentor, and develop the customer support team by defining and monitoring KPIs, conducting performance reviews, and addressing training needs.
• Manage critical escalations, conduct root cause analysis of recurring issues, and implement corrective measures to reduce complaint frequency.
• Analyze customer feedback and support interaction data to propose improvements that reduce customer effort and increase satisfaction.
• Drive adoption of process automation, self-service options, and knowledge bases for enhanced efficiency.
• Coordinate internally and externally with stakeholders, including restaurant operations and marketing departments, to resolve operational challenges and communicate customer support requirements.
• Prepare and present regular dashboards and reports on customer support, menu accuracy, and operational metrics to management.
• Ensure compliance with internal standards, policies, and service level agreements.

Key Metrics for Success

• Customer Satisfaction (CSAT)
• Service Level Agreement adherence
• First Response Time and Average Resolution Time
• First Contact Resolution rates
• Ticket backlog and ageing control
• Escalation and repeat contact reduction
• Quality monitoring and team productivity
• Complaint reduction and menu accuracy
• Menu update turnaround and pending requests management
• Restaurant partner issue resolution speed
• Overall operational efficiency

Required Skills and Capabilities

• Proven leadership and team management skills.
• Excellent communication abilities, both verbal and written.
• A strong focus on customer and restaurant partner satisfaction.
• Experience handling complex and sensitive escalations professionally.
• Competency in problem-solving and root cause analysis.
• Knowledge of customer support operations including SLA management and workforce planning.
• Ability to handle high-volume operations with accuracy and detail orientation.
• Data analytical skills with proficiency in generating and interpreting reports.
• Experience managing stakeholders and restaurant partner relationships effectively.
• Hands-on familiarity with CRM and ticketing systems.
• Proficiency in Microsoft Excel or Google Sheets.

Candidate Profile and Experience

• A minimum of 6 to 8 years of experience in Customer Support, Customer Experience, Operations, or Restaurant Operations roles.
• At least 4 to 6 years in a leadership or supervisory capacity within customer support or operations teams.

Eligibility

Applicants must be graduates from any recognized discipline.