Sr. Manager Customer Support

Job Description: Sr. Manager - Customer Care

Role Overview:

Role: Sr. Manager Customer Care

Company: Hoora Technologies Pvt Ltd

Location:Nagpur (In-office)

Experience: 7+ years of experience in Customer Care / Support D

Work Week: 6 days

Travel: Limited.

About the Company

Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as Indias #1 Car & Bike Care App, Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360 vehicle companion. Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hooras mission is simple: make vehicle ownership effortless, accessible, and reliable, whether its routine cleaning, urgent servicing, compliance needs, or upgrading your ride.

Role Summary:

Revamp Customer Care / Support process, introduce new tools and technology in the function, drive business, enhance pre & after sales services and support, resolve customer queries / issues, drive high customer satisfaction. Inbound and outbound. Autocare, Partner Manager Services, D2C, Challan, Insurance.

Roles & Responsibilities

• Act as a critical advocate for quality improvement and interact with stakeholders at multiple levels and dynamically lead business, product and operations teams to define and deliver solutions
• Execute quality monitoring requirements that deliver intent and customer satisfaction goals
• Improve customer service quality results by studying, evaluating, and re-designing processes. Drive individual, team and department efficiency and productivity through effective and efficient metric management.
• Develop and execute to quality, process and contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence, C-Sat)
• Ensure ongoing success of quality or process improvement strategies across multiple data sources through metrics, measurement and analysis
• Translate customer critical quality characteristics to operational requirements and continuous improvement opportunities
• Provide authoritative advice and guidance to colleagues, including associate training, coaching or monitoring where appropriate
• Experience and knowledge of Customer Service operations and Resource Management/Force to Load modelling
• To manage daily activities to ensure smooth and good quality customer service delivery
• Good people management skills and able to work under pressure.

Qualification / Prior Experience:

• Bachelor's / Masters degree in Management will be preferred.
• Proven experience in a customer service management role
• Experience in implementation of customer support tools and technology.
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to handle high-pressure situations
• Customer-oriented mindset
• Strong analytical and problem-solving abilities
• Proficient in customer service software and tools